Reporting To: Branch Business Manager

Overall Job Purpose

The Client Service Manager will be responsible for ensuring excellent service standards and maintain high customer satisfaction in the Ultimate Banking lounges through quick resolution/escalation of customer queries in order to ensure customer retention and loyalty.

Principle Accountabilities

• To manage the day to day operations of the Ultimate Banking Lounges.
• To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
• To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
• To Issue account fulfilment tools and maintain records to ensure safe custody and timely delivery to customers
• To support the Ultimate Banking Relationship Managers with account opening, loan processing and handling customer queries
• Educate clients on the features and benefits of all products
• Cross sell products to clients based on the needs
• Assist clients to complete paperwork and requirements to take up new products
• Notify client about deposit renewals
• Invite clients for Exclusive events
• Inform clients about new products/ services / lifestyle offers
• Make courtesy calls to clients

Minimum Qualifications, Knowledge and Experience

• Bachelors Degree
• 5 year’s banking experience
• Key Competencies and Skills

Communication Skills

• IT Skills
• Product knowledge
• Interpersonal skills
• Team Player
• Listening skills
• Empathetic
• Professional