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Client Support Officer
JMMB Trinidad and Tobago
- Chaguanas / Port-of-Spain / San Fernando
- Not disclosed
- Not disclosed
- Updated 18/04/2024
Supports Client Intimacy and operating efficiency by welcoming and guiding all clients to appropriate JMMB services, introducing alternate transaction channels and/or providing preliminary information for service. Create a positive first impression of JMMB’s service delivery for all clients.
Key Responsibilities
Client Experience:
- Meets and greets clients, identifies their needs and directs them to the appropriate service area.
- Introduces clients to JMMB products/services to help to meet the Branch’s and Company’s goals for revenue and profit, through the provision of basic information and explanation of documentation, in response to enquiries from Clients or other visitors.
- Provides clients with JMMB brochures, application forms and assists with completion of any documents to efficiently execute transactions
- Ensures that clients have the documents & ID required to process their transactions and gives assistance in procuring same if necessary (i.e. contacting accountholder for faxing of document, calling through for ID).
- Introduces other Group products and services to clients based on preliminary conversations and client needs analysis
- Directs clients to refreshments, assisting in the procurement as needed.
- Providing clients with reading material such as JMMB Quarterly Newsletter/Newspaper in the event that a client must wait for a longer than normal period.
- Responds to basic enquiries about products from Clients (e.g. existing interest rates, types of products available).
- Checks the system to provide Clients (with appropriate verification of identity) with their account information, immediately.
- Accepts and clarifies requests from Clients and passes to the relevant team member for the appropriate action
- Monitors client’s wait time in the waiting area or on the telephone and reports on excesses to the Branch Operations Manager
- Monitors client satisfaction at all times, addressing any instances of dissatisfaction and escalating to more Senior officer as appropriate
- Assists with disbursement of correspondence to Clients and gets signatures to confirm delivery
- Supports the office attendant by indicating the need for the Reception Area to be refreshed with refreshments, brochures and other reading material
Client Migration:
- Introduces clients to JMMB electronic media (ETM, moneyline and in Branch self service kiosks) in support of transaction migration efforts
- Assists clients in the completion of all application forms
- Directs the processing of client applications for ETM cards and Moneyline PIN’s, providing same to clients as authorized
- Demonstrates use of electronic media 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 ETM Vestibule, to ensure ergonomic needs are met, adequate supply of forms, envelopes, paper is always in place and the lobby kiosk and ETM vestibule are aesthetically pleasing to Team Members and visitors.
- Analyses current policies and methods of operations for quality, efficiency and cost considerations, in order to identify and recommend opportunities for continuous improvement.
General:
- Acts as Relief for the Receptionist on a daily basis
- Supports the retrieval of documents to assist in speedy processing of client, as required – eg doc may be on the fax machine, or printed by another agent or pulling a signature card.
- Supports KYC and client demographic updates by obtaining information from clients and completing requisite documentation
- Processes routine transactions for clients (generating statements, conducting general account queries, preparing letters – including hypothecations) and other transactions as may be defined from time to time
- Demonstrates JMMB client care standards, adding a new dimension to customer intimacy, enhancing all aspects of service delivery and ensuring that clients have a comfortable, timely and informed waiting experience
- At the end of each day, unless otherwise instructed, updates client records as per their requests and in-keeping with the law and JMMB Client Care standards.
- Ensures appropriate “sound” monitoring in the waiting area – music is on and is appropriate; TV is on appropriate channel / JMMB info.
- Ensures full compliance with the KYC policies customer information documentation i.e. signature cards, agreements etc. must be complete and in place at all times.
- Assists with disbursement of correspondence to Clients and gets signatures to confirm delivery
- Posts clients’ transaction requests
- Posts clients’ account updates
- Analyses current policies and methods of operations for quality, efficiency and cost considerations, in order to identify and recommend opportunities for continuous improvement.
- Package security documentation for dispatch to Credit Administration
- Assist with rollovers of Deposit Fixtures
- Assist with 1-7 days delinquency
Ref: Client Support Officer
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