Service Officer- Virtual Banking- Retail Banking Division( Kuwaiti Nationals)

• Interact with customers and service all transactional requirements.

·         Answering all types of customers' transactions using (Tureconf, 3CX, Kiosk, Swift, ICBS, CBK application, social media, WhatsApp, ticking and E-mail).

• Service standards as defined to be adhered at all times.
• Any other assignments as defined by the Manager or Supervisor from time to time.

·         Maintain service quality - (Following call protocol, CBK greeting ending, name, proper answers, polite and proactive response).

• Ensure accuracy of the information provided to customers, request support from Operations Officer if required.
• Keep customer information confidentiality
• Abide by IT Security policy and procedures.
• Suggest to the customer after finishing the transaction on usage of Mobile application, On-line Banking & other services.
• Number of calls answered and average time of call as per industry standards.
• Offering correct information while maintaining high service quality utilizing Virtual Banking Skills.
• Fast response and process to financial and non-financial.
• Communicate customer's suggestions/comments clearly to the Team Leader/Supervisor.
• Performing transaction as per bank procedures.
• Follow-up with Branch or concerned Dept. /Division for any issue related to the Unit
• Participate actively in training and supporting new Service Officer.
• Accordingly lead & supervise the team of Service Officer to run normal Virtual Banking transactions and tasks assigned by superiors.
• Communicate with Operations Officer/Manager in case of need to solve service emergency requirements or system mal-functions.
• To test any new application, system and provide us with his points.