Retail Customer Operations Officer

Welcomes and orients all branch walk-in customers by handling their requests and inquiries in the most professional manner Manages the branch queue by migrating customers to the various channels (ATM, Online banking …etc.) Checks walking customers requests, answers and resolves their related issues in a timely manner Refer products based on customer potential when possible and maintain good relationships with the customer while working on increasing the customer base through cross-selling and getting NTB referrals from the walk-in customer Assists in completion of any required documents for certain product or service requested by customers Direct customers to alternative channels through explaining the relevant features of the online service to improve the customer journey perception about other channels of service Carries and handles efficiently custody items, keys as per custodian matrix and relevant policies and procedures. Process all received customer requests through following the standard operating procedures by submitting it through the relevant systems and ensure completion of all the required prerequisites including (data input, signatures, stamps….etc.) to enhance the Branches operations quality and decrease the RTS percentage" Follow all relevant approved departments policies, and procedures and monitor adherence so that work is carried out in a controlled manner. Follow the day-to-day operations related to the Branch to ensure continuity of work Comply with all relevant CBE regulations, banking laws, AML regulations and internal EG Bank policies and code of conduct to maintain EG Banks sound legal position and mitigate any potential risks