Customer Service Agents – Botswana Savings Bank

Core Accountabilities and Responsibilities
Customer Service:
1. Greet and assist customers warmly and professionally as they enter the branch.
2. Address customer inquiries and provide information about bank products and services.
3. Resolve customer issues promptly and efficiently, escalating more complex problems to the appropriate personnel.

Transaction Processing:
4. Verify customer identification and ensure the accuracy and security of all transactions.

Product and Service Promotion:
5. Identify customer needs and recommend suitable bank products and services, such as savings accounts, credit cards, loans, and online banking.
6. Cross-sell and upsell bank products to achieve sales targets.
7. Educate customers about the features and benefits of bank products and services such as digital channels.

Account Management:
8. Assist customers with account opening, closing, and maintenance.
9. Provide support for account-related issues, including updating personal information, setting up direct deposits, and managing overdrafts.
10. Help customers navigate online and mobile banking platforms.

Compliance and Security:
11. Adhere to all bank policies, procedures, and regulatory requirements, including those related to anti-money laundering (AML) and know-your-customer (KYC) regulations.
12. Ensure the confidentiality and security of customer information.
13. Report any suspicious activities or potential security breaches to the appropriate authorities.

Administrative Duties:
14. Maintain accurate records of customer interactions and transactions.
15. Assist with branch administrative tasks, such as filing, answering phones, and processing mail.
16. Participate in branch meetings, training sessions, and performance reviews.
17. Participating in branch opening and closing as part of first entry process.

Customer Relationship Building:
18. Develop and maintain positive relationships with customers to enhance loyalty and retention.
19. Follow up with customers to ensure their needs are met and to provide additional support as   needed.
20. Solicit feedback from customers to improve service quality and satisfaction.

Team Collaboration:
21. Work collaboratively with branch staff to ensure a seamless customer experience.
22. Support colleagues by sharing knowledge and best practices.
23. Contribute to a positive team environment and help achieve branch goals.
24. Operation of branch till and or Custodianship in the absence of Teller for Business continuity or as business requires.

Qualifications: Bachelor’s Degree  in business or a related field. COP in short and           Long term an added advantage
Experience: One (1) years’ experience as a bank teller or in a front of house role or related

Competencies: Detail oriented
Ability to work without close supervision
Customer service
Basic accounting
Problem solving skills
Communication and interpersonal skills
Sales skills