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Accounts Receptionist/Telephone Operator (Lucaya Branch)
Location:Lucaya, Grand Bahama
Job Type:Branch Operations
FT/PT Status:Regular Full Time
  

Major Responsibilities:

To provide efficient and courteous customer service to all customers and properly direct the flow of traffic in the Accounts Department. Performs all functions in a professional manner.  The incumbent must fully comply with the Bank’s Security Policies as outlined in its Security Policy Manual and the Bank’s Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) and Know Your Customer (KYC) requirements.  In addition, the position holder is required to uphold the Bank’s Customer Service Standards and Code of Ethics at all times.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Directs the daily flow of traffic in the Accounts Department ensuring that all customer names are recorded in the Traffic Log in the order they are received.

2. Prepares customers by photocopying documents and assisting customers with completing forms as per the New Accounts Process Flow. 
3. Responsible for taking check book orders from customers ensuring that signature is verified to signature card and customers are properly identified in accordance with policy. 
4. Assists with contacting returned cheque customer as required.
5. Assists with the preparation of letters for customer accounts requiring updates
6. Ensures new account opening packages are always available in order to reduce waiting time for customers (where applicable)
7. Answers all incoming calls according to Bank Policy and effectively transfers the calls to the correct department/personnel.
8. Takes and relays messages accurately and timely
9. Demonstrates ownership of complaints, voiced by customers. Achieves Commonwealth Bank’s problem acknowledgement and resolution standards all the time.  These standards include:

          a.    Recording details of the complaint when received; through the Operations Department Customer Service.

          b.   Ensuring resolution within 24 hours or the agreed to time frame, using your authority appropriately and referring situations, outside this                     authority immediately. 

10. Ensures that every customer interaction reflects “service excellence” behaviours:

          a. Greet the client by name

          b. Introduce yourself

          c. Smile

         d. Maintain eye contact

         e. Help the client, give rationales, ask about other banking needs, offer additional products or services

         f. Thank the client and properly exit the transaction

Qualifications, Skills and Experience:
Strong customer service skills and commitment to Service Quality
Great listening and communication skills 
Keen attention to detail with the ability to produce error free work
Professional personal presentation
Excellent punctuality and attendance record
Highly confidential in nature
Excellent cash management skills and strong numerical ability 
Excellent organizational and time management skills
Strong interpersonal skills
Ability to interact with others in a respectful, professional and cordial manner
Stress management skills. Not easily overwhelmed.  Able to multi-task in a fast paced working environment while maintaining efficiency and accuracy 
 

Personal Attributes:
The successful candidate must maintain confidentiality, use sound judgement and perform independently while performing the duties of the Accounts Receptionist/Telephone Operator. They must also demonstrate the following personal attributes:

Maintain standards of conduct
Display characteristics of honesty, integrity and sound work ethics
Be respectful
Be flexible
 

Remuneration Package:

Commonwealth Bank is a Great place to work!
We offer an exciting work environment with the opportunity for growth and development. We also offer a competitive compensation package, reflecting the successful applicant’s experience and qualifications, including a performance-based incentive plan, health, vision, dental and life insurances and a pension plan.