Customer Liaison Officer

Job Description

We are seeking a dedicated and customer-oriented individual to join our team. In this role, you will be the first point of contact for our valued customers, providing exceptional service and ensuring their needs are met efficiently and professionally.

• Warmly greet and assist customers as they enter the branch, creating a positive first impression
• Identify and assess customer needs through active listening and questioning
• Record and monitor customer inquiries, ensuring accurate documentation
• Efficiently allocate customers to appropriate departments or specialists for further assistance
• Provide basic information and guidance on bank products and services
• Handle and resolve simple customer queries independently
• Maintain a high level of integrity and adhere to ethical standards in all interactions
• Collaborate with other team members to ensure smooth customer flow within the branch
• Stay updated on bank policies, procedures, and product offerings to provide accurate information
• Contribute to maintaining a clean and welcoming branch environment

Qualifications

• National Certificate (NQF5) or equivalent qualification

Experience Required:

• 1-2 years of branch banking experience, focusing on customer service
• Excellent communication and interpersonal skills
• Proficiency in computer systems, including banking software
• Strong problem-solving abilities and attention to detail
• Customer-centric mindset with ability to work in a fast-paced environment
• Basic knowledge of banking products and services (preferred)
• Fluency in English and other local languages (advantageous)

Additional Information

Behavioural Competencies:

• Following Procedures
• Interacting with People
• Managing Tasks
• Meeting Timescales
• Producing Output
• Showing Composure
• Team Working
• Upholding Standards

Technical Competencies:

• Banking Process & Procedures
• Client Servicing
• Customer Reception and Channelling
• Product Knowledge (Consumer Banking)