Customer Service Representative

Commercial International Bank

1.Ensure safe and proper custody of security items (credit cards/ debit cards/ cheque books/ pins/ documents and acknowledgements) including handing over/ taking over, reconciliation and daily balancing of these items as per SOP.

2. Initiation of customers KYC & Sig. amendments to be updated by the central operations

3. Support in the initiation of account opening application forms and sending them to the central operations for their action.

4. Support in the input of asset applications and other customer related service requests on CRM and follow up on cases until completion with respective teams

5. Receiving & Initiation of trade finance transactions to the central operations for their action.

6. Handle all queries about routed through other departments such as Customer Service, Call Centre, AFU, Complaint Department, Compliance, Central Operations, CBE required reports etc

7. Review and submit the certificates issuance requests to the centralized operations department while issuing the Certificates only for the deviated customers.

8. Ensure the quality of received requests in terms of data completion, no missing documents to avoid rejections by the central operations.

9. Receive and proceed request (Debit card issuance request, Deposit card issuance request, TDs all related requests, Transfer request, Delegation request, Bank statement request, GTS & CPS new and amending requests, Etc). .

10. Receive customers instructions and liaise with central operations departments and all support units for transactions processing to ensure customers instructions are timely processed as per SLA & SOPs guidelines.

11. Fully serve customers and provide all after sales services to the walk-in customers in the lounge to better satisfy customer needs.

12. Ensure handling all returned cases from central operations or any other concerned departments for being discrepant in a timely manner to avoid customers dissatisfaction.

13. Ensure proper controls & checks over receiving applications from customer related to LCs, LGs, IDCs, etc. and ensure that it is sent to central operations correctly and efficiently.

14. Ensures filling all customers related documents are timely in an efficient, timely and secure manner, and according to bank s SOPs and prevailing regulations.

15. Increase customers digital migration through educating/directing them towards bank digital channels.

16. Ensuring that Wealth offices & Lounges as per the design guide and branding, marketing material is up to date in branch and lounge.

17. Handle AML request & Delinquencies follow-up in addition to any other follow up request.

Policies, Processes and Procedures:

18. Follows all relevant department policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner. And recommend any changes that might be more efficient to the direct supervisor.

Day- to-day operations:
19. Follows on the day-to-day operations assigned for the Customer service Representative and ensure continuity of work.

Compliance:
20. Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB s sound legal position and mitigate any potential risks.