Corporate Retail Client Service

7 months ago

London, United Kingdom Ghana International Bank Full time

Department: Corporate & Retail Client Service

Accountable to: General Manager Banking Services, Head/Deputy Head, Corporate & Retail Client Service

**Main Purpose of the Role**

In this unique position, you will play a dual role, overseeing daily branch operations while also acting as a dedicated point of contact for customer complaints. You will leverage your strong leadership skills to ensure the team delivers exceptional customer service, while also possessing the empathy and problem-solving abilities to effectively manage customer concerns.

**Key Result Areas**:

- Supervise for Head/Deputy Head of department.
- Preventing departmental wastage of resources
- Ensuring strict adherence to all policy guidelines
- Contribute to the implementation of the Bank’s strategy by supporting Head/Deputy Head in meeting KPI targets owned by the department as per the Enterprise Score Card.
- Supporting Head/Deputy Head in achieving targets
- Ensuring positive outcome for customers
- Conducting surveys and analysing results to put in place the right products for customers

**Communications**
- Retail & Business Banking
- Customer Onboarding Department
- Transaction Monitoring Department
- Payment Services
- Compliance Department
- To liaise with the Complaints Handling where necessary to ensure complaints are recorded followed through, mitigated, and resolved.

**Key Responsibilities / Accountabilities**

**Supervision**:

- Lead, motivate, and coach a team of bank tellers and customer service representatives.
- Delegate tasks and ensure efficient branch operations, meeting daily targets.
- Address team member concerns and provide ongoing performance feedback.
- Maintain a positive and professional work environment.
- Call over cashiers’ entries by COB next working day.
- FSCS member with a full understanding of actions required to meet a regulatory pass.

**Customer Service**:

- Supervise the Customer Service of the bank and ensuring that best practice, policies, and procedures are followed and results in customers being satisfied.

**Complaint Handling**:

- Assist the Complaints Manger in dealing with administrative part of complains handling on an agreed schedule with Head/Deputy C&RCS.
- Actively listen to customer concerns, thoroughly investigate issues, and strive for fair and timely resolutions.
- Maintain detailed case files and ensure adherence to all bank policies and regulatory

requirements.
- Identify trends in complaints to propose improvements to internal processes and prevent future issues.

General:

- Maintain a deep understanding of all bank products and services.
- Uphold the highest standards of customer service and ensure a positive banking

experience.
- Perform other duties as assigned by the Head/ Deputy Head of department.

Projects:

- Any projects requested by the Head/ Deputy Head/or GM banking Services

**Person Specification**

**Skills & Capabilities**:

- High level of numeracy, numerical reasoning, and numerical analysis skill
- Skills in setting and implementing a customer experience best practice road map
- Able to manage day to day business challenges, profit, and loss, whilst not losing sight of the long-term strategic goals

**Knowledge**
- Good knowledge of the Bank's enterprise objective in line with the Vision and Mission of the Bank. To keep abreast of trends in the banking industry UK and Ghana
- Complete knowledge and clear understanding of bank's policy / procedures and operating systems
- Awareness and appreciation of bank's product offering
- Know Your Customer (KYC) and Anti Money Laundering (AML) policies of the bank, Customer Duty expectations (Fair Outcomes / Fair Value Assessment)

**Experience**

Skills/Qualifications/Experience
- Minimum of 2-3 years of experience in a supervisory role, preferably within a financial service

setting.
- Proven experience in effectively resolving customer complaints.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong leadership abilities with a coaching mentality.
- In-depth knowledge of banking products and regulations is a plus.
- Ability to work independently and as part of a team.

**IT Skills**

Proficient use of Microsoft Office Applications
- T24 Core Banking System
- WorkSmart
- WILF (FSCS)
- DSX
- NatWest Bankline
- NatWest Payment Service Handling
- Complaints

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