Digital Branch Staff member plays a pivotal role in facilitating digital banking services and assisting customers with their online banking needs. He works to ensure a seamless digital banking experience for our customers while promoting the use of digital channels.
Responsibilities
Strategy and Planning:
Driving business targets through a customer-centric approach, ensuring regulatory compliance, and managing the operational, risk, and service quality aspects of the branch and also strong focus on both sales and operational efficiency
Policies, Processes & Procedures
- Documentation: Maintain accurate records of customer interactions, issues, and resolutions for reference and reporting.
- Security Awareness: Educate customers about digital security best practices, including password management and fraud prevention.
- Onboarding: Assist customers with the setup and activation of digital banking services, including online account registration and mobile app installation
Job Specific
- Customer Assistance: Provide guidance and support to customers with digital banking inquiries, including mobile apps, online account access, and digital transactions.
- Digital Product Knowledge: Stay up-to-date with the latest digital banking products and services and educate customers on their benefits and usage.
- Troubleshooting: Assist customers in resolving technical issues related to digital banking platforms, including login problems, account access issues, and transaction disputes.
- Promotion of Digital Services: Actively promote and encourage the use of digital banking services.
- Feedback Collection: Gather feedback from customers regarding their digital banking experience and report any recurring issues to the appropriate department.
- Training: Provide training sessions or workshops for customers interested in learning more about digital banking tools.
Education
- Graduation in any stream
- Post Graduate preferrable
Experience
- Typically requires 2 to 5 years of Branch retail banking sales and operations experience
