Posted Aug 19, 2019 354 views
Position HBL as leaders in customer experience by maintaining exceptional service levels through seamless customers facilitation and branch up keep, and facilitating in account opening process and procedures to ensure compliant business.
- Attend and resolve customer queues efficiently and effectively aiming at maximizing self-service where applicable before routing customers to Tellers.
- Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions and judging when to pass complex queries on to or involve others regarding account opening & balance, products and services for effective service and clear advice to customers as per SOPs.
- Provide preferential customer experiences through proactive facilitation and problem resolution at branch level
- Manage and supervise customer footfall and referrals at branch counters, RM desks, drop boxes, helpline and suggestions/comments boxes to aid customer experience and assist end to end issue resolution.
- Build customer association and loyalty through KYC meet and greet initiatives serving as the ‘face of service’ for HBL
- Ensure and facilitate in achieving desired results in Mystery Shopping and Service KPIs.
- Responsible for branch and ATM up keep monitoring, ambiance, cleanliness and branding in collaboration with the related departments, and ensuring that the concerned stakeholder is timely notified.
Account Opening & Application Handling
- Handling applications by accurate completion of customer account opening and applications for products and services in line with bank’s standard Operating Procedures.
- Maintain records of service requests (logged via Here to Help helpline/ available systems) and complaints received and follow up on these through completion
Conflict resolution & stakeholder management
- Guide and persuade staff to maintain a friendly yet a professional environment and pacify irate customers
Operational execution & inventory management
- Reporting maintenance related issues to the Branch Manager and Service Quality department
- Checking and ensuring marketing material is available at all times
Business Growth
- Actively identify cross sell opportunity and initiate effort to expand and deepen existing relationships
Skills
Job Details
Habib Bank Limited (HBL)
HBL believes in serving the nation and building the country strong. We are always at the forefront to support noble causes and promote the social & cultural activities in the country. The Public Relation Division of HBL sponsors various social, cultural and sports events to generate healthy activities in the society. It also organizes religious programs to uphold the religious tradition of our people. The Division represents the bank at important forums to exchange views on national & international issues with various organizations to boost the intellectual activities.
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