Customer Services Officer – Nassau, The Bahamas (On-site)

About the role

The Customer Services Officer works on-site in the Nassau branch and contributes to its success by meeting negotiated service standards and goals while following bank security, operational and compliance procedures. The role covers receiving customers, handling simple sales and referrals, and supporting the branch's performance targets.

Key responsibilities

• Receive customers daily, classify them by need and priority, answer basic product questions and refer them to the appropriate sales officer.
• Help customers with cash and non-cash transactions and promote self-service channels such as online banking, mobile banking, ABMs and telephone banking.
• Meet or exceed weekly, monthly and annual service and referral objectives, and take part in branch meetings and monthly coaching sessions.
• Carry out sales and cross-selling of personal banking products, close sales and follow up on referrals.
• Resolve customer requests, questions and complaints, taking responsibility until they are satisfied or escalating to the next level.
• Apply Know Your Customer, anti-money laundering and anti-terrorist financing rules, verify customer identity and report suspicious activity.
• Follow cash, custody and security procedures, keep customer information confidential and avoid conflicts of interest.
• Support the branch's compliance and security duties and take part in money laundering and compliance training.
• Help build a high-performance team through an inclusive environment, communication of vision and values, and succession and development planning.

Required profile

• Customer-focused approach and ability to deliver a superior experience.
• Ability to listen to customer needs, explain steps clearly and resolve issues.
• Knowledge of the bank's products, including premium banking, small business, wealth management and commercial banking.

Required skills

• Cash, custody and security processes and procedures.
• Branch routines, policies, procedures and operations.
• Branch systems (ITP/eTeller and IAP) and the sales and service platform (Sales Platform).
• Regulatory compliance: privacy, AML/CFT and KYC guidelines.