Sales & Business Development
- Actively promote and cross-sell FAB asset and liability products to new and existing customers.
- Identify customer needs and recommend suitable FAB products and services.
- Generate product leads from walk-in customers, referrals, and personal outreach.
- Assist in meeting branch and individual sales targets.
Service Excellence & KPI Delivery
- Achieve personal and branch service KPIs, including:
- Net Promoter Score (NPS) through positive and professional customer engagement.
- Complaint resolution timelines for customer service issues within SLA.
- Service Request (SR) turnaround times in line with agreed standards.
- Mystery Shopping scores through consistent delivery of FAB service standards.
- Handle customer queries, requests, and complaints professionally, escalating where necessary.
- Educate customers on FAB’s digital channels and self-service options.
Product Onboarding & Transactions
- Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
- Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
- Process customer service requests efficiently, ensuring accuracy and SLA adherence.
Customer Relationship Management
- Maintain proactive communication with customers to build loyalty and strengthen relationships.
- Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
- Encourage customers to upgrade to higher-tier products and services where relevant.
Operational Discipline & Compliance
- Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
- Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
- Participate in mandatory compliance and operational training.
Treat compliance as a mandatory requirement, not a KPI.
