Posted Jun 07, 2023 46248 views
** Multiple positions available across Pakistan
The position is responsible to welcome and actively greet and guide each and every customer coming in the branch. CSOs are also required to oversee in coordination with branch management the over-all ambiance of the branch so that the environment provided to customers is conducive to banking in comfort. In this regard, the CSO will be responsible for maintaining a daily branch checklist for monitoring branch ambiance and highlight issues to Branch Management and/or SQ for resolution. CSO is also responsible for collecting customer feedbacks and logging complaints in the system on an ongoing basis.
Job Responsibilities:
- Ensure proactive greeting and welcoming of all the customers walking into the branch with a smile. Attend phone calls pleasantly with standard greeting and phone etiquettes as per SQ Manual within three rings.
- Provide assistance and basic information to customers for queries related to products & services of the bank. Guide the customers to concerned desk/counter where required.
- Monitoring of Queue Management Systems (where available) and/or Monitoring of Counter services to improve efficiency and help reduce TAT at counters by active presence on the floor during peak hours.
- Ensure upkeep, maintenance and the ambiance of the branch as per CSO checklist available in SQ Module. Raise Issues/Lapses to BM/BOM and ensure follow up till resolution while keeping a proper log. Ensure major issues raised by SQ during their visits are entered into GSD Portal.
- Facilitate consumer customers walking into the branch by receiving requests for asset products ensuring accuracy before being scanned and sent to relevant consumer hubs for e.g. NOC, lien removals, settlements, Document retrieval for Autos and Mortgage. All credit card duplicate bill extractions
- Processing of customer requests such as issuance of duplicate bank statements, Account certificates and Zakat certificates. Receiving/Processing of service requests for e.g. update of customer information, Dormancy removal requests, deceased marking etc. for onwards submission after proper verification from OM/BM and due diligence.
- Obtain regular Customer Feedback from account holders who visit branches for onward submission to SQ through Service Quality Module. Ensure a minimum of 25 Feedbacks collected in a month. (one a day)
- Logging of customer complaints received by the branch into CMS. Assist branch in keeping track through CMS till resolution/customer satisfaction through regular follow up with stakeholders with the aim to improve complaint resolution TAT of the branch.
- Complaints in the branch related to Service Attitude and Lack of Professional Behavior should lead to negative marking in KPIs.
Job Details
Askari Bank Limited
The bank was founded in 1992, and in the 27 years since , our growth and success patterns have far outgrown industry standards. It is a matter of pride for us to be able to offer one of the widest array of products to our customers through our extensive branch network all over the country. Services offered:- Consumer Banking Services Personal Finance Mortgage Finance Business Finance Smart Cash Auto Financing Askari Debit Card Travelers Cheques Value Plus Deposits Profit / Marckup Rates on Products/p
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