Personal Banker

Commercial International Bank

Sales & Service

1. Provide customers with basic information on all Bank s products/services to increase Customer awareness &
ensure a high level of quality service.
2. Achieve assigned targets/volume/attrition/x-sell for the branch in both assets and liabilities to ensure that targets
are met through walk-in, relationship building and depending of existing customer base as well as new to bank
clients in a transparent & ethical way
3. Handle all account opening & it s related operations process including system input & data entry. Track customers
inflows and outflows and contact customers to seek information on reasons for unexpected patterns/behaviors to
maintain better -quality service level and meet set budgets.
4. Ensure that every customer interaction is conducted as a superior service experience and in line with the defined
CIB customer experience standards TAT and bank service indicators (including wait time, telephone timeliness,
reply to customer queries and messages etc.)
5. Handle customers queries and complaints and ensure effective closure of complaints within the set TAT& SLA to
reach customer satisfaction and loyalty while logging said complaints on CRM.
6. Log on CRM all sales activities & customer interactions.
7. Act on CRM leads generation by contacting and converting opportunities within predefined TAT and
conversion/contact rate.
8. Execute sales plan that ensure performance efficiency vs. Target and exceed productivity benchmark.

Reporting & Communication

9. Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff
support units to ensure that concerned segment customers requests are processed timely and efficiently
10. Introduce and promote alternate channels to customers to reduce traffic in branches to support achieving the
digital offloading strategy
11. Report any possible frauds and risks and provide customer feedback to direct supervisor to maintain high level of
control
12. Receive all relevant customer requests related to cheque book, credit & debit cards, TDs, CDs..etc.. check their
validity and send to related departments for completion

Qualifications & Experience

Bachelor s degree of commerce, business administration, accounting or its equivalent
For Personal Banker: Minimum 0 1 years of experience
For Senior Personal Banker: Minimum 2 - 3 years of experience
Knowledge of all retail banking products and services is an asset

Skills

Excellent command of English & Arabic Languages
Communication skills
Customer and service oriented
Working under pressure
High sense of control