(UAE Nationals Only) Senior Counter Services Specialist.RBU - Muraqabat branch.41.Retail Banking Group

About the Role
The position involves performing all financial transactions in a risk-free environment while maintaining high service standards. You will ensure adherence to policies and processes, aiming to minimize operational losses, and handle branch-related counter transactions, filling in as a Customer Service Manager (CSM) during their absence.

Responsibilities

• Manage cash counter transactions of a branch with a customer base of over 7,000, with a portfolio size of AED 100M in assets and AED 200M in liabilities.
• Process all counter transactions accurately and swiftly in accordance with established procedures.
• Strive to reduce wait times and serve times by efficiently processing all transactions.
• Manage customer expectations for each interaction.
• Ensure zero risk of cash differences by diligently processing all cash transactions accurately and attentively.
• Remain vigilant and alert to any potential frauds and risks.
• Provide continuous feedback and seek guidance from the direct supervisor on any irregular or suspicious transactions.
• Adhere to transaction limits, override approvals, and call back processes at the counter.
• Conduct error-free transactional report checks.
• Investigate thoroughly any discrepancies in balancing and reconciliation of cash and other security items, following standard processes of checking and scrutiny.
• Adhere to all policies and processes to ensure an acceptable risk rating for the counter area as determined by audit.
• Ensure accurate delivery and receipt of cash to and from customers at all times.
• Assist the CSM in managing day-to-day transactional and branch-related activities.
• Endeavor to reduce customer wait times and service times through efficient, risk-free processing of all counter-related transactions.
• Ensure effective and timely implementation of changes or modifications to processes and policies issued by the Head Office.
• Achieve a 100% score in the counter area from mystery shoppers.
• Cross-sell 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, as well as basic accounting and reporting knowledge.
• Must possess good customer service and interpersonal skills.
• Ability to handle pressure.
• Detail-oriented, quick with numbers, and very vigilant.
• Ability to handle routine work with enthusiasm and vigor.
• Familiarity with processes related to financial transactions.
• Good communication and interpersonal skills.
• 3-4 years of experience as a teller within the banking industry.