Branch Service Assistant

Job Summary The BSA will assist branch walk-in customers in fulfilling service requests that fall under the ‘Quick Service’ category. Quick Services include: Statement printing, QID updates, CIF updates, Card activation, IBAN letter issuance, delivery of Liability / Obligation / Clearance letters. Responsible for migrating customers to digital channels and enhancing the client experience. Key Accountabilities Customer Assistance Customer-oriented and service-oriented. Proactively manage traffic in busy branches and assist in reducing wait times. Promote and educate customers to use alternative banking channels to drive profitability and service optimization. Refer new business opportunities to branch CSAs. Accept and process customer requests and forward to branch officers for processing. Assist other staff and perform duties entrusted by superiors. Ensure compliance with operating procedures and policies. Ensure branch literature displays and branding meet bank criteria. Branch Process Facilitation Assist customers in fulfilling requests following SOPs/guidelines. Follow up and monitor the status of customer applications to ensure timely service delivery. Continuous Improvement Identify opportunities for system, process, and practice improvements, considering international best practices, cost reduction, and productivity enhancement. Policies, Systems, Processes & Procedures Follow departmental policies, processes, SOPs, and instructions for controlled and consistent work execution. Statements and Reports Assist in preparing timely and accurate departmental statements and reports as per CBQ and department standards. Quality, Health, Safety, & Environment Adhere to relevant quality, health, safety, and environmental procedures and controls to ensure safety, quality, and environmental compliance. Related Assignments Perform other duties or assignments as directed. Other Accountabilities Key Interactions Internal Customer Service Agent, Branch Sales Officers, Branch Services Assistant, other PICs within branch operations. External Branch Customers. Competencies Account Management, Adaptability/Flexibility, Communication, Creativity/Innovation, Decision Making/Judgment, Dependability, Initiative, Integrity/Ethics, Interpersonal Skills, Listening Skills, Personal Organization, Planning, Problem Solving/Analysis, Productivity, Quality, Results Focus, Sales Skills, Teamwork, Strategic Thinking, Vision and Values, etc. Skills ATM Knowledge, Bank Policies and Procedures, Cash Handling, Customer Service, Financial Products, Compliance, Online Banking, Security Procedures, Teller Systems, etc. Education#J-18808-Ljbffr