Personal Banker

Tawteen

Main Role (Overall Accountability)

Responsible for the sales and servicing of various products and services, primarily to new customers within the branch environment. Implements the relationship management concept through the sale of assets, liability products and other retail banking services and is the first point of contact for all types of customers.

Principal Accountabilities

• Keeps updated about all retail products & services offered/distributed by the Bank including third party products (such as CBO Bonds, investment schemes, Bankatakful etc as appropriate).
• Meets sales target with regard to retail products and services by selling to customers within the Branch. Proactively responds to customer enquiries concerning the bank, its products and services with an objective of converting a significant percentage of enquiries into sales / customer retention.
• Completes sales documentation as per operational policies in respect of customers such as opening finances and deposit accounts, which includes accurately completing the documentation as outlined in the credit policy and desktop procedures.
• Responsible for all Account Opening and maintenance activities both administratively and in system.
• Responsible to cross-sell e-Banking registrations, Credit cards, Investment schemes, Bankatakaful etc. as per objectives communicated from time to time.
• Undertakes outbound calls to both existing customers to maintain / enhance the relationship and new / prospective customers in an effort to secure new business.
• Complements Personal Bankers as appropriate based on need as communicated by the Branch Manager/Sales Manager after regular banking hours.
• Personal Banker would work as a teller when customer service levels require, when directed by branch management.
• Support the Bank s recovery efforts by performing tasks related to skip tracing and restructuring of NPA customers.(till Recovery Centralization)
• Follows-up with delinquent customers in an effort to recover non-performing assets.(till Recovery Centralization)

Additional Information

• Accurate and Comprehensive Collection and Completion of Customer Service Requests for Financial (Standing Instructions, Demand Drafts, Pay Orders, Returned Items, Stopped Items, etc.) and Non-Financial Transactions (Open and Close Accounts, Cards, PINs, Cheque Books, Account Amendment, etc.)
• Sales and Service of Lending and Insurance Related Products
• Overload Processing of Teller Transactions (Transfers (including Non-Cash Bill Pay), RTGS (non-cash), SWIFT (non-cash) and Cheque Deposit Acceptance)
• General Customer Service, Enquiries and Service Ambassador Duties (customer training and direction)

Management by Objectives (MBOs)

• Sales Efforts (individual efforts of Personal Banker)
• Sales Results
• Processing Goals
• Quality Management
• Developmental Goal