Customer Experience Officer

Summary of Duties and Responsibilities -Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes -Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction. -Acts as the point person to all tasks relative to Branch Experience Ambassador -Must become a Product Expert -Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches -Ensures timely completion of end-to-end processes (not limited to those listed under Specifics of this document) but including link to other banking operations teams and other stakeholders of the Bank. -Ensure relief arrangement is in place during leave -Compliance to the set KPI and KRI -Timely escalation and resolution of issues / gaps noted **Customer Interaction A. Back Office Customer Service Ticket Monitoring, Resolution of tickets Resolves customer inquiries, requests and complaints Relationship Managers Answer queries or provide resolution Monitor resolution of tickets or concerns received Service Delivery Group Email Monitor and timely respond to concerns BSP Complaint Investigates the complaint and responds to Compliance Conduct customer call-out B, At the Branch Attends to customer queries or concerns in-person and provides resolution Explains product features, including its Terms and Conditions Assists to onboard the customer and account creation until document collection and digitization Assists in customer or account level maintenances Assists to release customer requests such as but not limited to Bank notices, statement of accounts, chequebook Conduct customer call-out ***Return-To-Sender (RTS) Handling Conducts customer call-out to notify customers that the delivery of their bank document was unsuccessful. ***Online Customer Acquisition KYC Assists on the review and verification of customers for: Mobile App registration Onboarding ***Cleanup Assists on the data clean up and records management activities and the like Requirements EDUCATION & COMPETENCIES University degree on Banking & Finance, or any related Business Course With at least 3 years of relevant experience in a banking industry Strong knowledge and experience in teller services or branch operations Sufficient knowledge of BSP regulations Good communication skills Problem-solving skills in a well-structured manner Ability to work with different culture, race, or ethnic group. Can work independently with minimal supervision. Acceptable risk management skills and ability to mitigate identified risks. Good interpersonal skills Keen attention to details Organize, innovative and results oriented. Ability to multi-task in a fast-paced environment Positive attitude knows how to find ways to address different circumstances. With official Signature Verification, KYC / CDD Training / Seminars attended.