Customer Experience Officer

Summary of Duties and Responsibilities
-Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes
-Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction.
-Acts as the point person to all tasks relative to Branch Experience Ambassador
-Must become a Product Expert
-Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches
-Ensures timely completion of end-to-end processes (not limited to those listed under Specifics of this document) but including link to other banking operations teams and other stakeholders of the Bank.
-Ensure relief arrangement is in place during leave
-Compliance to the set KPI and KRI
-Timely escalation and resolution of issues / gaps noted

**Customer Interaction
A. Back Office

1. Customer Service

• Ticket Monitoring, Resolution of tickets

• Resolves customer inquiries, requests and complaints

2. Relationship Managers

• Answer queries or provide resolution

• Monitor resolution of tickets or concerns received

3. Service Delivery Group Email

• Monitor and timely respond to concerns

4. BSP Complaint

• Investigates the complaint and responds to Compliance

5. Conduct customer call-out

B, At the Branch

• Attends to customer queries or concerns in-person and provides resolution

• Explains product features, including its Terms and Conditions

• Assists to onboard the customer and account creation until document collection and digitization

• Assists in customer or account level maintenances

• Assists to release customer requests such as but not limited to Bank notices, statement of accounts, chequebook

• Conduct customer call-out

***Return-To-Sender (RTS) Handling
Conducts customer call-out to notify customers that the delivery of their bank document was unsuccessful.

***Online Customer Acquisition KYC
Assists on the review and verification of customers for:

• Mobile App registration

• Onboarding

***Cleanup
Assists on the data clean up and records management activities and the like

Requirements

EDUCATION & COMPETENCIES

• University degree on Banking & Finance, or any related Business Course

• With at least 3 years of relevant experience in a banking industry

• Strong knowledge and experience in teller services or branch operations

• Sufficient knowledge of BSP regulations

• Good communication skills

• Problem-solving skills in a well-structured manner

• Ability to work with different culture, race, or ethnic group.

• Can work independently with minimal supervision.

• Acceptable risk management skills and ability to mitigate identified risks.

• Good interpersonal skills

• Keen attention to details

• Organize, innovative and results oriented.

• Ability to multi-task in a fast-paced environment

• Positive attitude knows how to find ways to address different circumstances.

• With official Signature Verification, KYC / CDD Training / Seminars attended.