Customer Service Representative (FC2)

The Customer Service Representative provides excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards. Meets transactional banking needs by provi

PUROSE OF THE ROLE

The Customer Service Representative provides excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards. Meets transactional banking needs by providing a comprehensive range of day to day transaction services and assisting in promoting the use of self-serve banking channels, e.g. ATMs, Call Centres, etc. Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role, e.g. cross selling services and assisting with CIBC Caribbean’s Diversion Strategy. Responds to and resolves customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards. Contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.
 
Key Activities:

• To provide excellent customer service at all times by adopting and utilizing the CIBC Caribbean Customer Service Standards.
• To meet transactional banking needs by providing a comprehensive range of day to day transaction services and assisting in promoting the use of self-serve banking channels i.e. ATMs, Call Centres etc.
• Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role e.g. Cross selling services and assisting with CIBC Caribbean’s Diversion Strategy.
• Respond to, and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards.
• The Customer Service Representative contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.

Sales & Service

• With a focus on speed accuracy and courtesy, complete customer transactions. Pay out various currencies and coins against authorised debit vouchers, cheques and drafts. Accept and process withdrawals, deposits, utility bills, loan payments, credit card cash advances, local drafts, travelers cheques, foreign drafts, money orders and over- the- counter cheques etc. from in-branch customers.
• Perform currency conversions by applying current exchange rates.
• Process payrolls as required.
• Support the achievement of branch’s sales and service goals by recognizing sales referral and diversion opportunities.
• Participate in promoting and marketing retail banking products and services as the opportunity arises.
• Ensure that all fees and charges are collected, where required.

• Respond to basic inquires and customer feedback (complaints) and refer as appropriate to be satisfactorily resolved. Ensure that the Customer Feedback Management Process and Customer Service Standards are adhered to at all times.

Administration

• Process in the prescribed manner all debits, credits and other miscellaneous transactions through use of the terminal before passing entries to the Operations processing centre.
• Ensure the accuracy and integrity of all entries processed, verifying the identity of the client, ensuring that all transactions are balanced and that there is no revenue leakage.
• View ticklers and memos and be responsible for taking the correct action within sphere of accountability.
• Control and manage assigned cash by following the Bank’s established security procedures and ensuring that assigned cash till is balanced daily and any differences located or reported within established deadlines.
• Process outgoing clearing, ensuring that cheques are listed correctly, entry balanced, float/holds are correct, body and figures and endorsements are correct.
• Maintain combination and keys as required.
• Work effectively with other Customer Service Representatives and other branch personnel or teams to achieve branch goals.
• Responsible for the scanning aspect of signature captures process ensuring that all signatures are scanned as required

Knowledge/Skills Required:

• Understanding CIBC Caribbean offerings in terms of service and sales.
• Knowledge of the CIBC Caribbean’s Diversion strategy.
• Knowledge of the Bank’s products and services, channel functionality and applicability to customer requirements.
• Knowledge of the Bank’s customer service standards and processes (what level of service should be provided to the customer).
• Knowledge of roles and responsibilities within the branch in order to direct inquiries and /or referrals to the most appropriate branch personnel.
• Knowledge of job-specific processes and related computer applications, e.g. ABT, Microsoft Office
• Self-motivated and ability to effectively manage time.
• Good numeric skills
• Certificate at ACIB would be an asset but is not a requirement
• Excellent interpersonal skills in order to relate well with internal and external customers
• Good organizational skills
• Good communication skills (written and verbal)

Specialist knowledge required to undertake the role:

• Knowledge of job-specific and other branch processes including products, services, and delivery channels, their features and the most appropriate use.

Experience Required:

• Experience in the financial services industry with cash and/or administrative exposure.
• Experience with customer service delivery.

Position reports to: Customer Service Manager