Customer Service Representative/Teller


Retail Banking

Head Office

Job Summary: The main purpose of the job is to deal directly with customers by handling cash and non-cash related transactions. The candidate is also required to provide efficient, courteous and error free services to customers. He/She need to promote and provide a full range of lending, deposits, card services to individuals and companies in compliance with regulations and established sales operational and security policies and procedures.

Key responsibilities:
  • Build and maintain effective relationships with business partners and customers
  • Ensure an outstanding level of service to all customers and monitor service standards
  • Promote and maintain positive relations with all contacts, customers and potential customers
  • Conduct cross/upsell referral sales activities at every opportunity
  • Promote the bank’s products and services by recommending alternative services, guiding customers, up/cross selling products, and answering enquiries in accordance with bank’s policies
  • Carry out customer requests to create, close and maintain customer accounts /ATM cards as per bank’s policies and procedures
  • Adhere to regulatory compliance and bank policies and procedures
  • Solve problems that arise on a day to day basis and that are within the role limit
  • Handling of complaints as per the Complaints Handling Procedures
  • Ensure all returns are completed error free and submitted within deadline
  • Ensure that all cash, cheque and other transactions are performed as per the Cash Handling Policy and any other relevant policy
  • Balance currency, coins and cheques in cash drawers
  • Ensure that all documentation for credit matters are up to date and disbursements are done in a fast and efficient manner
Qualifications and competencies:
  • HSC (3 mains and 2 subsidiaries) or equivalent acceptable qualifications
Additional skills:
  • Marketing and sales skills
  • Good IT knowledge
  • Excellent spoken and written in English and French
  • High level of integrity and honesty
  • Excellent interpersonal and communication skills
  • Complaint handling skills
  • Analytical skills
  • Problem solving skills
  • Ability to demonstrate outstanding customer service
  • Self-driven and proactive
  • Highly committed to customer service
  • Ability to adapt to change

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