Customer Service Executive

The Customer Service Executive (CSE) plays a critical role in executing branch operations of the branch including all type of transaction like remittance, foreign exchange transactions, etc. As frontline associates, they create a positive environment for customers, ensuring increased transactions, improved customer satisfaction, and repeat business. They are also responsible for cashiering activities and contribute significantly to branch revenue. PRIMARY ROLE AND RESPONSIBILITIES • Report at least 10 minutes before duty time to prepare the counter and cash. • Mark attendance and request the BM/BIC to open the safe to retrieve the cash box. • Retrieve the cash box from the safe in the presence of a supervisor, verify the cash, and ensure it tallies with the system balance of the previous day. Log in using your own credentials. • Handle cash transfers (in/out) only as authorized by the BM/BIC: a) Obtain details of the amount and destination from BM/BIC. b) Close the counter, arrange and verify the amount in the presence of a supervisor. c) Record the transfer in Symex and hand over the cash. d) If transferred to another CSE, ensure physical verification and acknowledgment in the system/policy annexures. e) For inter-branch transfers, obtain confirmation as per policy. • Accept cash transfers from others only in the presence of a supervisor and ensure tally with the transfer slip. • Exercise caution to detect counterfeit notes. Record receipt in Symex and issue the voucher. • Close the counter only after serving the last customer and after branch closing time. • Input all agent-related transactions into Symex. • Verify cash balance in the presence of BM/BIC and tally with system balance. • Deposit cash box into the safe only in the presence of BM/BIC. • Ensure nil balance before proceeding on leave. • Record any difference as Cash Short or Cash Excess. • Retain cash box keys with yourself only. DAILY ROUTINE DUTIES • Remain vigilant at the counter and greet customers politely. • Ensure collected/paid cash matches the transaction value. • Verify the following before confirming any transaction: a) Requisite documents are attached to the voucher. b) Customer, CSE, and BM/BIC (if required) have signed the voucher. • Process all transactions over the counter, including staff transactions. • Report counterfeit notes to BM/BIC immediately. • Ensure BM/BIC informs police authorities as per policy. • File and retain vouchers systematically as per policy. • Stay updated on operational processes, charges, and currency rates. • Consult BM/BIC in case of customer dissatisfaction with rates/charges. • Never send a customer back without attempting resolution or escalation. SECURITY • No cash transfer in/out of the safe without BM/BIC authorization. • Ensure cash retrieved from the safe matches the previous closing balance. • CCTV must cover all activities and not be tampered with. • Never disclose or display system login credentials. • Use your own login credentials only; change passwords regularly. • Keep counters closed and locked when unattended. • Before leaving the counter: a) Log out of the system. b) Drop physical cash into the drop box. c) Lock drawers. • Access the safe/locker only with BM/BIC. • You are personally responsible for cash under your custody. • Protect customer and company confidentiality at all times. • Collaborate with IT to safeguard systems and stay updated on cybersecurity practices. • Never disclose company confidential information internally or externally. • Attend all staff training programs organized by the company. OPERATIONS • Adhere to the Operations Manual and AML/CFT Compliance Manual. • Complete all tasks assigned by BM/BIC. • Be punctual; extend working hours if required. • Mark attendance and register movements as applicable. • While processing remittance transactions: a) Identify customer requirements and urgency. b) Recommend the most suitable product. c) Allow customers to verify receipts before signing. d) Obtain required approvals from BM/BIC. • Stay updated on products, exchange rates, and compliance requirements. • Work towards achieving branch and individual targets. • Ensure smooth transaction flow and minimize customer waiting time. • Report cash differences as Cash Short or Cash Excess. • Handle cash and cheque transactions with accuracy. • Ensure compliance with all CBUAE guidelines, AML/CFT regulations, and internal policies