Personal Banking Officer - Saham Branch - Bank Nizwa

Job Purpose:

To provide information about Nizwa Bank Personal Banking products provide quality service to customers (including prospective customers) and sell the complete range of retail products to the customers. Ensure adherence to Banks policies ethics and code of conduct.

To multitask and perform all sales & service related activities by managing existing and new customer relationships through the banks product offering

Responsibilities:

Financials:

• Identify the needs of customers/prospects through customer behaviour
• To capitalise on cross sell opportunities with new promotions
• Telemarketing to prospects
• To help plan and organise sales promotion in the branch in coordination with other CSOs
• Sell the banks products and services and transform call transactions into enhanced customer relationship
• Ability to see and grasp opportunities to crosssell other products while servicing customers.
• Achieve all the assets and liability targets which is assigned to each staff
• Participate in branch sales campaigns and incentives by increasing and developing existing customer base.
• Personally build and deepen banking relationships.
• Provide customer market place feedback to branch managers to assist in his/her decision making.

Customer Service:

• To achieve set targets in terms of service standards for customers transactions
• To send complete error free applications / requests to other units for further processing
• To accept customer instructions / requests and ensure for completeness and correctness before forwarding them to units / departments.
• Strict adherence to SLA / telephone pick up
• Refer customers problems / complaints to CSM for decision resolution or approval (whenever unable to resolve him/herself)
• Ensure KYC is done for all accounts before accepting to open the account
• Ensure all the customer applications / requests / instructions are processed in time and if not inform the customers accordingly without any delay
• Ensure customer retention find out problems and solve them
• Ability to handle pressure complaints and difficult customer situations.
• Coordinate with other departments for all branch activities or system issues and follow up on customers issues. Work as a team facilitate teamwork and help other personnel when required to exceed customer expectations and ensure that the branch achieves required service performance ratings.
• To achieve set targets in terms of service standards for customers transactions

Controls:

• Ensure that the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements

Administration:

• Ensure all merchandising materials in the branch are current

People:

• Be a good team player and improve multifunctional skills by taking initiative to learn other desk duties

Other tasks related to the role as and when they come up

• To officiate as Sr. PBO when required & to train new PBOs
• To assist / participate in branch projects like cleanup exercise & MIS etc.

Experience: 2 3 years

Knowledge & Skills:

• Product knowledge quality focus & market knowledge
• Analysis problem solving & organizational skills
• Adaptability ability to work under pressure
• Familiar with iMAL systems and practices
• Customer service
• Banking core system /Microsoft windows
• Track record of overachieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask prioritize and manage time effectively
• Documentation skills