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Front Desk Officer

Job Title: Front Desk Officer

Job Description

  • Ensure a clean/tidy, conducive and safe work environment (Banking Hall) for customers and staff at all times.
  • Ensure that all marketing material (fliers, products and service price list, souvenirs e.t.c) are available in the banking hall for clients.
  • Organize customers in queue in other to reduce waiting time as much as possible.
  • Welcome customers to the bank; communicating courteously with customers by telephone, email, and face to face.
  • Attracts potential customers by answering product and service questions; suggesting information about other products and services available to clients.
  • Determine and respond to customers enquiries in a professional manner by direct them to the respective workstation or unit where their needs would be served.
  • Coordinating loan clients for disbursement according to disbursement schedules.
  • Resolves product or service problems by clarifying customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Refer unresolved customer grievances or special requests to designated departments or units for further investigation and follow-up to ensure resolution.
  • Organize, Sort and distribute incoming mail without delays.
  • Act as a direct supervisor to Office Assistants to ensure an effective and efficient discharge their duties at all times.
  • Ensure the Office Assistant stores all confiscated items in the branch store and all related documents are sent to the head office or filed as appropriate.
  • Ensure the Office Assistant regularly follow-up on scheduled maintenance of branch fixed assets (Generator, Air Conditioners e.t.c) and report any fixed asset malfunction to the admin department for a timely resolution.
  • Regularly review Office Assistant’s stock records and ensure that office supplies are kept at optimal level in the branch store and readily available to the branch when required.
  • Directly supervise other admin personnel (cleaners, security guards) for an effective discharge of their duties.
  • Ensure that the branch telecommunication lines are adequately topped-up with airtime.
  • Be security conscious and pay attention to people coming and going through the reception doors and report any suspicious activity to the BM.
  • Manage ad-hoc tasks as assigned by the BM.
  • Performance Standards / Results expected to achieve
  • Conducive and tidy banking hall at all times.
  • Sound knowledge of the banks products and services.
  • Highest standards of customer service at all times.
  • Excellent interpersonal and communication skills and a good sense of priorities.
  • Efficient and effective supervision of the branch Office Assistant and other admin personnel in the discharge of their duties.
  • Optimal stock management and up to date record of stock at the branch.

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