Job Title: Digital Banking Officer (FC3) - Leeward Highway Function: Retail & Business Banking Salary range: In accordance with appropriate salary schedule
(This role will be posted internally and externally)Purpose of the Role:The Digital Banking Officer will provide training and coaching support to branch employees and leaders with the goal of increasing their digital fluency and comfort in promoting CIBC FirstCaribbean’s digital banking channels (ABM, Internet, Mobile, E-Pay and E-cheque). The incumbent will work with employees as a mentor to support ‘self-serve enablement’ activities through coaching, role-playing and demonstrations. The officer will work in conjunction with local branch leadership with the goal of creating a community of digital advocates. The incumbent will also engage clients and employees to demonstrate and lead by example. The officer will assist a number of allocated branches (rotate for a period of 3-4 months at a branch) in continuing to enhance the client experience to support CIBC FirstCaribbean’s vision of being a leader in client relationships and increase client loyalty. The incumbent will be a champion for CIBC FirstCaribbean’s modern convenient banking brand and will work with employees to promote CIBC FirstCaribbean’s self-serve channels with an emphasis on flexible and easy solutions.
Key Accountabilities & Major Tasks:- Supports branch leadership in the assigned branches with the implementation, buy-in and adoption of changes under the channel optimization and digital adoption / self-serve enablement strategy, through meeting with various stakeholders, ongoing coaching of staff, and other branch initiatives, including events, promotions, campaigns, etc.
- Delivers digital adoption / self-serve enablement results for the assigned branches through activities including the ongoing coaching of branch staff, holding branch huddles / meetings, engaging with clients to introduce, educate and migrate them to alternate channels, etc.
- Supports leaders and employees by building their fluency with digital banking options and increases their capability to have digital banking option conversations with clients at the wicket, ABM or in the lobby. This will include:
- Increasing leaders’ and employees’ familiarity and knowledge of the Bank’s digital platforms.
- Increasing leaders’ and employees’ capability and confidence in using tablets and / or smart phones to educate clients and to register clients for online and mobile banking / support clients in the registration process
- Developing daily and weekly activities for the branch leadership teams to continue to build employee skill and confidence in speaking to and demonstrating all the banking channels with clients to support the migration
- Supporting branch leadership teams with the development and running of branch incentive programmes to encourage employee buy-in, increase employee interactions with clients resulting in higher adoption and migration levels.
- Makes it easy for clients to adopt and use digital banking by proactively looking for opportunities to educate clients about the benefits and features of all banking channels such as ABM, mobile banking, online banking and telephone banking, by conducting demonstrations and helping clients register.
- Uses a tablet or smart phone to demonstrate convenient banking options such as mobile banking, transfer, inquiry, bill payment, etc. with clients.
- Assists clients in processing transactions digitally to build client confidence and encourage them to use more convenient ways to bank; including ABM deposits and withdrawals, processing bill payments, handling ATM-related questions as well as online banking and mobile banking registration inquiries
- Promotes flexible banking options and advises clients about CIBC FCIB’s convenience banking to make it easy for clients to bank with CIBC FirstCaribbean, encouraging regular usage and assist clients in moving their over the counter transactions (OTC) to digital channels.
- Supports the branch leader and team in active lobby leadership by proactively greeting clients, identifying needs, helping clients with solutions and / or referring to colleagues as appropriate. Additionally, acts as a mentor to other branch employees by demonstrating lobby leadership techniques.
- Acknowledges and welcomes every client, engaging and building rapport to get to know clients and establishes a personal and genuine connection by using the client’s name; making them feel important and that their business is valued.
- Supports local leadership, with the identification of ‘in-branch digital advocates, who will act as volunteers with both the interest and capability to promote digital banking and provide focus, support and guidance at the local level (assisting with the activities listed in item 4 above). With the assistance of the digital banking programme owner / team, develops and implements an operating model for the branch advocates. Acts as mentor and informal leader to the advocates and supports and motivates the advocates to enable them and the branch team to provide an exceptional client experience by actively promoting all Bank channels and convenience banking options.
- Builds and participates in a digital community:
- Participates in branch, district and regional calls to promote the importance of ‘digital banking’ and share ideas and success stories.
- Conduit of clients’ feedback from the in-branch digital advocates to the Bank’s technology partners to facilitate continuous improvement in the technological space.
- Relays any feedback to the Retail Head Office team to identify quick win opportunities, for example kiosks in branches.
- Keeps knowledge current by:
- Actively reading appropriate technology forums and digital publications
- Obtaining digital channel updates and being up to date on their future strategy
- Using communication vehicles such as circulars and manuals, intranet and branch resources (the Retail distribution website).
- Actively participating in team meetings and individual coaching sessions.
- Building and maintaining effective working relationships, including mentoring team members and working with other CIBC FirstCaribbean’s colleagues / partners.
- Researching and staying current on the external marketplace and sharing developments with colleagues and leaders.
- Resolves any technical difficulties encountered by:
- Using the means available to resolve issues, for example using the admin portal to deregister customers and re-register them in the system
- Using the tip sheet provided which documents common issues that may be experienced and how to resolve these.
- Logging issues in INFRA and escalating them to the appropriate personnel for quick resolution using the escalation sheet provided.
- Logging and monitoring any issues in the SAM tool and working to achieve timely resolution.
- Having a good understanding of the technological devices customers may use, for example Apple iPhones, iPads, android phones, tablets, etc.
- Escalating any urgent situations that may need assistance from the Retail Head Office team.
- Successfully meets referral targets:
- Enters all referral opportunities into the SAM tool for tracking and reporting purposes.
Critical Knowledge & Skills Required:- Understanding CIBC FirstCaribbean’s offerings in terms of service and sales.
- Knowledge of CIBC FirstCaribbean’s diversion strategy.
- Knowledge of the Bank’s products and services, channel functionality and applicability to customer requirements.
- Knowledge of the Bank’s customer service standards and processes (what level of service should be provided to the customer).
- Knowledge of roles and responsibilities within the branch in order to direct inquiries and / or referrals to the most appropriate branch personnel.
- Knowledge of job-specific and other branch processes including products, services, and delivery channels, their features and the most appropriate use.
- Good understanding of technology, e.g. tablets, smartphones, apps. etc.
- Knowledge of the SAM tool
- Self-motivated and ability to effectively manage own time.
- Excellent interpersonal skills in order to relate well with internal and external customers.
- Good communication skills (written and verbal).
- Customer centric
- People sensitive, target focused, self-motivated.
- Dedicated and disciplined.
- Demonstrates use of initiative
- Patient
- Thorough.
Experience Required:- 2-3 years’ experience in the financial services industry with cash and / or administrative exposure.
- 2-3 years’ experience in a customer service delivery role
- 2-3 years’ experience in a role which is well-versed in Retail branch operations
Position reports to: Assistant Customer Service Manager