Senior Counter Services Specialist.RBU- Dubai Internet City.41.Retail Banking Group

About the Role
This position involves performing all financial transactions in a risk-free manner while adhering to established service standards. The role requires strict adherence to policies and processes to minimize operational losses. The employee will handle branch-related counter transactions and substitute for the Customer Service Manager (CSM) during their absence.

Responsibilities

• Manage cash counter transactions for a branch with over 7,000 customers and a portfolio consisting of AED 100M in assets and AED 200M in liabilities.
• Process all counter transactions accurately and swiftly in accordance with laid down procedures.
• Strive to reduce customer wait time and service time through efficient processing of all transactions.
• Manage customer expectations in each interaction.
• Ensure zero risk of cash differences by diligently processing all cash transactions with accuracy and attention.
• Stay vigilant against potential fraud and risks.
• Provide continuous feedback and seek guidance from the direct supervisor for any irregular or suspicious transactions.
• Adhere to transaction limits, override approvals, and call-back processes at the counter.
• Conduct error-free checks of transactional reports.
• Investigate thoroughly any discrepancies in balancing and reconciliation of cash and other security items by following standard checking and scrutiny processes.
• Ensure adherence to all policies and processes for an acceptable risk rating of the counter area during audits.
• Guarantee accurate delivery and receipt of cash to and from customers at all times.
• Assist the CSM in handling daily transactional and branch-related activities.
• Strive to minimize customer wait time and service time through efficient and risk-free processing of all counter-related transactions.
• Ensure effective and timely implementation of any changes made to processes and policies by Head Office.
• Achieve a 100% score at the counter area with mystery shoppers.
• Engage in cross-selling of MMC and other products.
• Ensure proper custodianship of all security items related to counter transactions.

Qualifications

• In-depth knowledge of counter-related and dependent processes.
• Basic knowledge of accounting and reporting.
• Strong customer service and interpersonal skills.
• Ability to work under pressure.
• Detail-oriented, quick with numbers, and highly vigilant.
• Ability to handle routine work with enthusiasm and vigor.
• Familiarity with processes related to financial transactions.
• Excellent communication and interpersonal abilities.
• 3-4 years of experience as a teller in the banking industry.