Assists to document processes relative to Service Delivery (SD) Branch Experience Ambassador tasks and related processes
Work closely with Service Delivery Head, Deputy Chief Operating Officer, colleagues within Banking Operations and Salmon stakeholders to achieve Salmon's business model and strategic direction.
Acts as the point person to all tasks relative to Branch Experience Ambassador
Must become a Product Expert
Point person to train future Branch Experience Ambassadors that will be stationed in the physical branches
Ensures timely completion of end-to-end processes but including link to other banking operations teams and other stakeholders of the Bank.
Ensure relief arrangement is in place during leave.
Compliance to the set KPI and KRI
Timely escalation and resolution of issues / gaps noted
Resolves customer inquiries, requests and complaints both at the Back Office and Branch level.
Involves customer onboarding, account maintenance, and handling customer documentation like bank notices, statements, and chequebooks.
Assists on the review and verification of customers for Mobile App registration and onboarding.
Conducts customer call-outs for updates and delivery statuses.

Customer Experience Officer

Key skills