Customer Services Representative (CSR) For Sar-e-Pol (Re Announced)

Bank-e-Millie Afghan (BMA) is the foremost first financial institution of Afghanistan established in 1933. Similarly, it was the first financial institution established in a public-private partnership set up with a 72% share held by the private sector. As the first bank in the country, BMA introduced formal banking services to the people and government of Afghanistan. Since then, the bank’s competitive strength and ongoing market leadership philosophy lays in its strong capital base and proven trustworthiness. In 1976, it was fully nationalized by the government of Afghanistan. Since its establishment, BMA has been a leading bank in providing modern and secure banking services. Securing depositors' funds is the top priority of the bank. At the same time, the bank is contributing considerably to the development of manufacturing, agriculture, services, and international trade in the country. BMA is operating based on strong corporate governance principles, financial risk management, and strict compliance to keep its credibility and trust. At present, BMA has 17 City Branches including the HQ and 4 Counters in Kabul, 22 Provincial Branches and 3 Counters accompanied by a broader outlook and prospect for growth and expansion in near future, and equity investments in the USA and England.

The CSR will act as the first point of contact for customers, providing exceptional service and support for their banking needs. This role requires strong communication skills, problem-solving abilities, and a commitment to delivering an outstanding customer experience.

Key Duties and Responsibilities:

1. Customer Interaction:

• Greets all customers promptly and shows a genuine interest in meeting their needs. Maintains customer as first priority in all interactions.
• Respond to customer inquiries via phone and in-person; provide information about banking products and services.

2. Account Management

• Assist customers with account inquiries, including balances, transactions, and statements. Help customers in opening new accounts and closing existing accounts.
• Opening account as per operations and compliance policy and guideline.
• Ensures that proper documents obtain form the customers while opening accounts.
• Account to account transfer. (Customer to customer account).
• Obtains customers signatures on all relevant forms (AOF, CIF and terms and conditions).
• Implement the process of re-KYC and review customer KYC (AOF and CIF) as per the re-KYC process instruction.
• Inform customers about terms and conditions of the services rendered.
• Giving complete information to the customers regarding their own account balances, service charges/fees and other terms of the various services.
• Register of cheque book in cheque book register and collection of cheque book).
• Closing customer account. (Obtain the ID card of the customer, punched it and attach it with KYC of the customer along with closing account request form).
• Uploading of sign and photo of the customer in system.
• Ensure the original seen stamp has affixed on the copy of customer documents after checking the original documents (Tazkira or passport).
• Confidentiality of customer account and personal information.
• Processing Customer Transferee Transactions
• Activation of All Services to customers as per related procedure

3. Problem Resolution

• Identify and resolve customer issues promptly and effectively; escalate complex issues to the appropriate department when necessary.

4. Product & Services Knowledge

• Maintain in-depth knowledge of the bank's products, services, and promotions; educate customers about features and benefits.
• Provide all relevant information regarding the types of the accounts to the customers while opening accounts to the customers.

5. Document & Record Management

• Ensure proper documentation for customer interactions and transactions, maintaining confidentiality and compliance with bank policies.

6. Customer Feedback

• Gather customer feedback and provide insights to management for service improvement.

7. Cross-Selling

• Provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation.

8. Compliance

• Adhere to all regulatory and compliance requirements related to customer service and banking operations.

9. Assist with CSO of the branch in daily branch activities.
10. Punctuality. (Follow official working time schedule properly).
11. Behave in a professional way with all the colleagues and customers of the branch.

Any other task assigned by Line Manager or will be assigned other duties and responsibilities as may be required to meet the goals and objectives of the bank.

Education: Bachelor’s degree in business administration, Economics, banking and finance and master’s degree is preferred.

Experience: 1 year of experience in customer service, preferably in the banking or financial services industry.

Skills and Competencies:

• Communication Skills: Excellent verbal and written communication skills in Dari, Pashto, & English; ability to communicate effectively with diverse customers.
• Interpersonal Skills: Strong interpersonal skills with a customer-oriented attitude; ability to establish rapport and trust with customers.
• Technical Skills: Proficient in using banking software and Microsoft Office Suite; ability to learn new systems quickly.
• Problem-Solving: Strong analytical skills with the ability to resolve issues efficiently and effectively.
• Team Player: Ability to work collaboratively in a team environment while also being self-motivated.

Qualified and interested applicants are encouraged to apply online through the BMA Job Portal at https://jobs.bma.com.af before the closing date.

Only shortlisted candidates will be contacted for further process.