Branch Ambassador - Church Street, Montego Bay

Create a welcoming branch experience by greeting clients, providing information and guidance, directing them to the appropriate services, and assisting with basic requests while supporting the smooth flow of clients within the branch.

BRANCH AMBASSADOR 

JOB TITLE:                                                 Branch Ambassador

DIVISION:                                                  JMMB Branches – Integrated and Non-Integrated

DEPARTMENT:                                           FRONTLINE BRANCHES

SECTION/UNIT:                                         

REPORTS DIRECTLY TO:                             Branch Manager             

SCOPE OF JOB: Responsible for fostering the desired front office client experience by creating an enjoyable and welcoming atmosphere, providing information and guidance to help clients access desired solutions and services. This is achieved by, but not limited to, providing general service and information to clients who access the products and services of the Life Goal Centre, directing clients to have their needs fulfilled, initiating transactions and performing general activities geared towards ensuring that the needs of all clients are met.

MAIN DUTIES & RESPONSIBILITIES:

Client Experience:

• Greets each client and visitor and screens him/her to ascertain the purpose of the visit, logs visit and directs the client/ potential client to the appropriate Team Member or waiting area
• Monitors client’s wait time in the waiting area walking the floor to attend to clients waiting in the activity area and manages the flow of clients i.e. the lines to CSOs and Tellers
• Provides initial assistance to clients by:
• Advising client (after appropriate identification) of account balance, on their request and as authorized
• Accepting, clarifying and processing, where appropriate, requests (e.g. for letters, statements, cheques) from clients
• Referring requests to other agents for  appropriate action, as necessary
• Updating client records as per their requests and in keeping with the law and JMMB Client Care standards
• Directing clients to the Drop Box.
• Manage client appointments

Client On-boarding:

• Assist with the collection of KYC data for new and existing clients
• Log client information on system for financial conversations with other agents
• Supports maintenance of clean client databases by collecting KYC information from existing clients and passing to relevant Team Member, in a timely manner, for client record updates                                

Client Migration:

• Introduces clients to JMMB electronic media (ATM, Moneyline, Drop Box and in Branch self-service kiosks etc.) in support of transaction migration efforts
• Demonstrates use of electronic media including drop box for clients (explaining use and any relevant rules for use). This may include accompanying clients for first time or subsequent use.
• Monitors work environment, particularly the lobby kiosk and ATM Vestibule, to ensure ergonomic needs are met and there is an adequate supply of forms, envelopes, paper is always in place and the lobby kiosk and ATM vestibule are aesthetically pleasing to Team Members, Clients and Visitors.
• Supports the maintenance of amenities provided for clients by escalating any coffee station needs to the appropriate team member (office attendant etc.)

EDUCATION, TRAINING & WORK EXPERIENCE REQUIRED:

• In progress Tertiary level Diploma/Associate Degree in Banking/Finance or  Business Administration from a recognised tertiary institution
• Excellent verbal and non-verbal communication skills. Proficiency in written communication
• Emotionally Intelligent (able to discern expressed and unexpressed needs)
• High level of computer literacy

LIAISES WITH:   External and Internal contacts absolutely essential for carrying out the duties of this position. (e.g. –   Bank compliance, Bank Treasury;  FREQUENCY  - daily/on-going; as required– via telephone).

WORKING CONDITIONS:                             List both the positive and negative working conditions associated with this job (e.g. PHYSICAL - office environment, exposure to dust;   SPECIAL -  frequent travel, being on 24-hour call, numerous critical deadlines ).