The role is responsible for providing outstanding customer experience to CBT customers and prospective customers. To ensure customer satisfaction is always met through giving professional advice on all of CBT products and services, using quick service, smile and responding to customer inquiries in a way to maximize customer satisfaction.

• Provide pro-active service to customers as per CBT Bank Plc Service Commitment.
• Dealing with day to day banking enquiries from customers on the range of products and services that the bank provides.
• Initiate interactive conversations with customers who want to open an account by ensuring proper selling of product and services by understanding customer needs and offer appropriate products and services to meet their expectations, using available marketing materials.
• Report any suspicious transactions as per the procedure and whistle blow any suspicious activity as per the whistle blowing policy.
• Full participation in counting, balancing and strapping of cash during end of day (EOD).
• Outstanding customer service with swift service with a smile.
• Listening to customer’s needs, making them aware of products that may be suitable for them.
• Responding to customer complaints in an open and positive way, having understand of the issue(s), appreciating the customer for the feedback, and stating clearly with timelines what will be the next line of action(s).
• Cross selling of bank’s products and services to customers in and outside the branch.
• Putting the customer at the heart of everything you do, aiming to get it right first time every time.
• Serve customers through issuing of ATM card, PIN mailer, cheque books, customer statements, etc. as per agreed Turnaround Times.
• Carry out marketing and sales by developing local marketing initiatives in cooperation with your colleagues.
• Performing any other duties as maybe assigned from time to time.

• At least 1-2 years with good background of Bank Operation as well as Handling and building customer relationships

Education Required

• Bachelor’s degree in business administration or its equivalent.
• Professional qualification(s) in banking (CPB) or accounting (CPA) will be an added advantage

Knowledge Required

• Fully understanding all CBT products.
• SWOT analysis knowledge of CBT products versus competitors and market as a whole.
• Strategic business awareness coupled with clear understanding of Bank’s products, handling and building customer relations.
• Operational Risk Management
• Business Awareness/Achieving business performance.

Technical Skills

• Standard computer skills, interpersonal, presentation and communication skills.
• Proficient in a variety of computer software applications including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access).
• Communication and Presentation skills, Planning and Organizing skills, Interpersonal and Computer skills, Coaching skills as well as Reporting and analytical skills.

Behavioral Skills

• High Integrity - Comfortable handling confidential information 
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer service-oriented culture.
• Multi-tasking and time-management skills, with the ability to prioritize tasks.