Customer Service Retail Banking

Our client is a global bank who are looking to hire a Customer Service Officer for their Retail Banking branch in Southall.

Job Responsibilities

To work as the primary point of contact for all account-related inquiries, both in person and over the phone.
Provide exceptional customer service by addressing inquiries and offering counter services.
Assist customers with fund transfers using various platforms such as BACS, FASTER PAYMENT, CHAPS, SWIFT, and INR Transfers.
Manage the scanning, stitching, and maintenance of vouchers on a daily basis.
Maintenance of registers for the branch as advised by operations.
Facilitating NRI customer requests.
Cash Management, cash receipts and cash payments and posting of vouchers in the books and Finacle.
Handling Death Claim settlements.
Assisting customers in ISA Transfers and processing the requests.
Process remittances, address updates, debit card requests, cheque book requests, statements, and other customer requests promptly.
Generate reminders for fixed deposit renewals and handle fixed deposit closures/renewals.
Handle monthly expenses payments, cash management, and posting of vouchers in financial systems.
Locker operations including locker break open requests, allocation/surrender.
Manage POS receipts, reconcile them in financial systems, and maintain Excel sheets for reconciliation.
Scan documents through DMS/CRM portal and ensure timely dispatch to the back office.
Follow up on pending tasks and ensure their completion on a daily basis.
Assist in marketing deposit and loan products offered by the Bank.
Will report to Branch Head Southall
To assist Branch in handling Customer Complaints effectively. Conduct preliminary analysis and involve Compliance, Operations and Other departments of the Bank to highlight any trends.

Miscellaneous work in branch as per need at that time as assigned by Branch Head, Southall.

Other Responsibilities:

Any other work assigned by the Management from time to time under the capacity of Officer/ Assistant Manager.

Skills/ Competencies Required for the Role:

Attention to Detail

Due Diligence & Compliance Awareness

Communication & Reporting

Software Proficiency

Customer Service Orientation

Problem-Solving & Decision-Making

Leadership & Team Management

Conduct Rules:

You must act with integrity
You must act with due care, skill, and diligence
You must be open and cooperative with the FCA, the PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must observe proper standards of market conduct
You must act to deliver good outcomes for retail customer.