PUROSE OF THE ROLE To assist in the provision of joint control and accountability for bulk currency operations of the branch. Provide day-to-day transaction-based advice and services to banking clients.
To provide excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards.
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 CIBC Caribbean’s Diversion Strategy.
Respond to and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards.
The Senior Customer Service Representative contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.
OTHER GENERAL ACCOUNTABLILITES - Pay out various currencies and coin against authorised debit vouchers, cheques and drafts.
- Accept and process withdrawals, deposits, utility bills, loan payments, credit card cash advances, local drafts, travelers cheques, foreign drafts, money orders, wire transfers and over- the- counter cheques etc. from in-branch customers.
- Support the achievement of branch’s service and sales goals by recognizing sales referrals and diversion opportunities.
- Participate in promoting and marketing retail banking products and services as the opportunity arises.
- Ensure that all fees and charges are collected, where required.
- Process in the prescribed manner all debits, credits and other miscellaneous transactions through use of the terminal before passing entries to the Operations processing centre.
KNOWLEGE, SKILLS AND EXPERIENCE REQUIRED - Understanding CIBC Caribbean offerings in terms of sales and service.
- 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.
- Thorough knowledge of Branch operations and procedures as it relates to ATM, Night safe, cash handling/ movements (internal & external) and cashier duties.
- Excellent interpersonal skills in order to relate well with internal and external customers.
- Good organisation skills.
- Good communication skills (written and verbal).
- Good team player.