Customer Service Officer (FC3) - Grand Turk (TCIRT424)

Full-Time

Retail

Grand Turk - Turks and Caicos Islands

Job Details

Function:           Retail & Business Banking
                             (This role will be posted internally and externally)


Purpose of the Role:
  • The Customer Service Officer is responsible for managing the workflow of the Customer Service Counter and provides day-to-day transaction-based advice and provide quality service to banking clients.
  • Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role (e.g. Cross-selling services and assisting with FirstCaribbean’s Diversion Strategy).
  • Among other activities, the officer processes daily deposits, lending and mortgage transactions and assists with cash management.
  • The Customer Service Officer contributes to the achievement of customer service, sales and other branch targets. Delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.
Key Accountabilities:
Sales and Service:
  • Sells drafts, Foreign Exchange currency, money orders and traveler’s cheques.
  • Perform account opening and closing, process routine transactions for Retail Personal Banking Customers.
  • Pay out various currency and coin against authorized debit vouchers, cheques, drafts and bonds.
  • Process loan payments, payouts and loan fees, process interest adjustments, miscellaneous fees and penalty fees to customers’ accounts.
  • Complete the disbursement process for new and existing loans from Personal Bankers.
  • Process Wire transfers on behalf of walk-in customers.
  • Process refunds for lost International Money Orders and traveler’s cheques.
  • Accept bill payments.
  • Handle transactions including credits (cash advance and merchant deposits).
  • Facilitate reactivation of dormant accounts – prepare entries and obtain authorization.
  • Promote and actively sell the bank’s products (at a basic level) – referring customers to Personal Bankers or other staff as needed to ensure customers get the best advice and to minimize time in queue for other customers.
  • Provide a high level of customer service to meet and exceed customers’ expectations ensuring that FirstCaribbean’s Customer Service Standards are adhered to at all times.
  • Resolve customer queries and clarify problems regarding entries/routine matters referring when necessary to Senior Staff for approval, advice and solutions to problems.
Administration and Operations:
  • Manage workflow of the Customer Service counter.
  • Input financial information for time deposits and prepare receipts as required.
  • Process and balance all debits and credits as required.
  • Process backdated transactions as required.
  • Ensure that cash is balanced daily and any differences located within deadlines.
  • Adhere to branch policies and procedures.
  • Assist in implementing new branch processes impacting the Customer Service counter.
  • Draft replies to customers’ queries for approval by supervisor.
  • Assist with on-the-job guidance for less experienced Customer Service Officers.
  • View memos & ticklers and be responsible for taking the correct action within sphere of accountability.
Critical Knowledge & Skills Required:
  • General knowledge of brand principles and FirstCaribbean business model.
  • General knowledge of the bank’s products and services.
  • Good knowledge of FirstCaribbean Customer Service Standards and processes (what level of service will be provided to customers).
  • Knowledge of job-specific and other branch processes including products, services, and delivery channels, their features and the most appropriate use.
  • Knowledge of roles and responsibilities within the branch (in order to direct inquiries to the most appropriate person).
  • Knowledge of ICBS and ABT (Alliant Branch Teller).
  • Good interpersonal skills to work effectively with customers and successfully handle complaints.
  • Good written and oral communication.
Experience Required:
  • Experience in customer service and operations duties.
  • Experience in the financial service industry, focusing on customer service and sales.
Position reports to:  Assistant Customer Service Manager