Personal Banker

Overview

The Personal Banker position involves managing end-to-end banking processes such as account opening, maintenance, and closure, ensuring compliance with internal standards and regulatory guidelines. The role demands regular interaction with customers to address enquiries and oversee transactional documentation, thereby ensuring customer satisfaction through diligent service delivery.

Key Duties

• Execute account-related operations including opening, maintenance, and closure adhering strictly to bank's procedures.
• Handle customer inquiries and instructions while maintaining high service standards and ensuring timely processing of documentation.
• Collaborate proactively with departments such as NOC, Product, and Sales RM to resolve outstanding issues and enhance service quality.
• Conduct thorough checks on transactional documents and manage queries before, during, and after transactions, escalating as necessary.
• Oversee branch service processes, ensure data and system management, monitor complaints, and analyze service-related reports to improve efficiency.
• Engage with key clients and relationship managers regularly to review customer satisfaction and service standards.
• Implement quality management systems including 5S, ISO 9001:2000, and Six Sigma standards to meet or surpass quality benchmarks.
• Ensure full compliance with internal policies, audit requirements, and regulatory statutes pertinent to branch operations.
• Address audit findings promptly to resolve compliance issues.
• Maintain professional discipline, including punctuality, grooming, and attendance standards at the branch.
• Coordinate escalation of business-impacting issues with proposed solutions to leadership.
• Manage vendor and agency relationships locally to facilitate smooth transaction processing.
• Oversee branch upkeep, cost control, and adhere strictly to banking regulations and security protocols to protect assets.

Qualifications and Skills

Candidates should be graduates or postgraduates in any discipline, with 1 to 6 years of relevant experience in banking operations or retail banking service roles. Candidates must demonstrate a thorough understanding of banking processes, customer service excellence, and compliance standards.

Additional Information

This is a full-time, permanent role within the banking sector focusing on retail operations and customer relationship management.