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Supervisor, Customer Service

Date Posted
8th February 2018
Banking & Financial Services, Customer Service & Call Centre
Job Type
Cayman Islands
Not Disclosed

Job Summary

Reporting to the Assistant Manager, the Customer Service Supervisor will assist, as a priority, with the supervision of the Customer Service area with the emphasis being on service excellence, as well as time-sensitive assignments.

Job Description

You will ensure that Senior Clerks and Customer Service Representatives efficiently and professionally assist clients on a consistent basis, and in line with policies and procedures.
Your responsibilities will include:

  • overseeing the operations of the front line staff, with key focus on Senior Clerks and Customer Service Representatives’ interaction with clients
  • ensuring personal knowledge of the Bank’s products and services are exceptional, thus facilitating the independent guidance and correction of support staff when necessary
  • ensuring that support staff are utilising opportunities to upsell and cross sell the Bank’s products and services, with particular emphasis on credit cards and personal loans
  • responsible for consistently (and proactively) conducting coaching sessions with front line staff
  • conducting daily a detailed check of reports and investigate and rectify any discrepancies
  • ensuring that all responsibilities of front line staff are completed accurately and in a timely manner, with any infractions being proactively addressed
  • assisting with queries received over the counter and at the telephone, with referrals only being made in analogous cases
  • responsible for ensuring that drafts and cheque books are handled as per approved policies
  • promptly  and  accurately  handling  stop  draft/Managers Cheques requests, forwarding the relevant documentation to the appropriate persons/ department. Proactively performs follow-up if deemed appropriate.
  • assisting with the management of the ATMs, including the reconciliations, replenishments, and identification and rectification of errors in line with stated Policy, (when appropriate)
  • assisting with the retrieval, recording, and completion of night bag deposits and ATM deposits
  • assisting with Special Settlements, ensuring strict adherence to policy and procedures, as well as the time-sensitive deadlines
  • authorising, within approved limits, transactions for CSRs and other clerks, including, but not limited to the signing of wire transfer requests, FDs requests, cash withdrawals, and cheque encashment
  • performing custodial coverage for vault safekeeping and Cash Treasury, handling cash and cash items to / from CSRs, SCSRs, and the branches, when necessary
  • completing Performance Appraisals for assigned staff by, or before approved date provided by the team leader
  • assisting with organising and executing meetings with Senior Clerks and Customer Service Representatives, as deemed appropriate

Required qualifications and skills:

  • High school graduate with a minimum of four O’Level/ CXC passes
  • at least five years banking experience with a minimum of three years in a Senior Customer Service Representative position
  • must have detailed knowledge of the features associated with the products and services offered by Retail Banking
  • must be positioned to intelligently/independently discuss the salient points of the various products and services with clients of all caliber
  • must be highly motivated, enthusiastic, sales and marketing oriented
  • must be proactive in owning and resolving problems
  • excellent written and verbal communication skills
  • excellent interpersonal skills; very customer-service focused
  • proficient in Microsoft Word, Excel and PowerPoint in order to record, track, and effectively/efficiently report on sales and marketing efforts
  • must be flexible and able to multi-task in a relatively calm and professional manner
  • excellent leadership skills
  • excellent organisational skills
  • must be able to work independently
  • professional qualification or certification in Banking or related field would be an asset, e.g. FSD, AIB, AICB


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