Customer Relationship Officer
MAJOR RESPONSIBILITIES AND ACOUNTABILITIES
Identifies customer needs and fulfils it with proper bank’s products or services
Handles customers’ requests/inquiries related to their accounts, products and services in a professional manner and serves all customers regardless of segment up to the level of their full satisfaction
Promotes and sells the bank’s products and services to achieve the yearly set targets
Ensures that brochures are up to date and in place
Carries and handles efficiently custody items, keys as per custodian matrix and relevant policies and procedures
Uses cross-selling techniques with EGBANK existing customers
Adheres to Branch Operating Model
Ensures that customers’ profiles are updated through implementing the KYC principle (Know Your Customers)
Migrates customers to various channels (ATM, cheque deposit box)
Carries out any task requested by the Senior Relationship Officer and the Branch Manager
Makes calls upon request to EGBANK existing clients
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KEY PERFORMANCE INDICATORS (KPIs)
Number of customers complaints and the recurrence of the same complaint
Customer feedback surveys and pulse checks
Customer satisfaction rate measured through customer satisfaction surveys
Achievement of individual sales targets and quality targets
Number of cross selling successfully conducted by the job holder
Constant availability of brochures
Number of times the job holder did not adhere to the Branch Operating Model
Number of out-dated customers’ profile
Number of remarks and recurrence of remarks in quality assurance individual reports
Number of remarks and recurrence of remarks in audit reports
Number of remarks and recurrence of remarks in compliance reports
JOB REQUIREMENTS
Minimum education
: Bachelor degree in finance or business administration
Desired education
: Baking principles
Languages
: Fluent in English and Arabic (Writing and speaking)
Ideal experience
: 0 – 3 years of experience in customer service or any related field of work
كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992
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