POSITION DESCRIPTION
This role is responsible for leading teller teams to deliver superior service by providing customers with an easy and friendly banking experience through identifying and meeting their transactional needs.
DUTY & RESPONSIBILITY
- - Provides superior and consistent advice and service to customers either by telephone or face-to-face with the following protocol at all times per GSTP guidelines.
- - Supervise and effectively control the daily operations and lead the team to achieve the bank's goal.
- - Checks, verifies, and authorizes both teller and CSO transactions in terms of system and documents.
- - Enhances customer experience: identify customer needs and create/maintain an environment that promotes an easy and friendly experience for customers through a highly professional service level.
- - Ensures the necessary resources and tools are available for quality customer experience delivery.
- Implementing service action plans to contribute to sustainable and profitable growth targets for the branch.
- - Keeping self and team up-to-date with the bank's product ranges to maintain superior product and service' knowledge. Address staff training and coaching if needed.
- - Proactively determine customers's needs to actively sell the bank's full range of products and services to increase product holdings of customers.
- - Proactively identify and address areas of customer dissatisfaction, following up and resolving any customer complaints within his authority or referring appropriately. Welcome customers's complaints as an opportunity to learn and take responsibility for their resolution.
- - Take ownership of the team's performance and development and ensure that their behavior reflects the values and policies of the bank.
- - Any other tasks as assigned by the BM/DBM or senior management.
- - Code of Conduct: Must strictly adhere to the bank's code of conduct, guidelines, and human resources policies and procedures to ensure the professionalism of the bank; take immediate action to stop and report to superiors, senior management, and internal control of any violations or misconducts.
QUALIFICATION
- - Bachelor Degree in Banking & Finance, Accounting, or equivalent.
- - Must be fluent in English and Chinese.
- - Pleasant and friendly personality.
- - Could perform both cash and non-cash transaction.
- - Past relevant working experience will be an advantage.
- - Willing to work under pressure and over time.
