The document provides a job analysis for the role of a Customer Service Officer at a bank. It details the job description, responsibilities, qualifications, and process flow. The key responsibilities of a Customer Service Officer include timely handling of front office activities, providing financial services to customers, maximizing sales of bank products and services, and generating new business. The minimum qualifications are a commerce or business graduate degree with customer service experience preferred.
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The document provides a job analysis for the role of a Customer Service Officer at a bank. It details the job description, responsibilities, qualifications, and process flow. The key responsibilities of a Customer Service Officer include timely handling of front office activities, providing financial services to customers, maximizing sales of bank products and services, and generating new business. The minimum qualifications are a commerce or business graduate degree with customer service experience preferred.
The document provides a job analysis for the role of a Customer Service Officer at a bank. It details the job description, responsibilities, qualifications, and process flow. The key responsibilities of a Customer Service Officer include timely handling of front office activities, providing financial services to customers, maximizing sales of bank products and services, and generating new business. The minimum qualifications are a commerce or business graduate degree with customer service experience preferred.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online from Scribd
The document provides a job analysis for the role of a Customer Service Officer at a bank. It details the job description, responsibilities, qualifications, and process flow. The key responsibilities of a Customer Service Officer include timely handling of front office activities, providing financial services to customers, maximizing sales of bank products and services, and generating new business. The minimum qualifications are a commerce or business graduate degree with customer service experience preferred.
Copyright:
Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOCX, PDF, TXT or read online from Scribd
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Assignment#1
Job Analysis of a Customer Service Officer
Submitted by Abeera Khan
Job Analysis of a Customer Service Officer
Job Analysis of Customer Service Officer (CSO) at a Bank
Particularly in a Bank, Job Description and Job Specification are for all jobs. Today, the duties and responsibilities are affected and may continue to change, due to the rapid advancements in the banking system and size of operations. Job Analysis Method for the Post of CSO: Interview of subject matter analysts is carried out, in order to gather information about the duties and responsibilities of Customer Service Officer. This helps in writing the job description and specification. The position of CSO in the organization chart and the process chart of CSO is as follows:
Branch Manager
Relation Manager Sales
Operational Manager
Relation officer
Relation officer
CUSTOMER SERVICE OFFICER
REALTION MANAGER OPS
CASH OFFICER
The Organization Chart of the Bank
Human Resource Management (MBA Weekend-2)
Job Analysis of a Customer Service Officer
INPUT Proper handling, timely assistance, promptly attending to customer queries and complaints
Customer Service Officer
OUTPUT Solving the problems by providing relevant information , material or payements.etc
The Process Chart of a Customer Service Officer
Interview of immediate supervisor is conducted and verification of branch manager done to write job description and specification. Moreover, by analyzing and reviewing the file of the previous Customer Services Officer further information have been collected. On the other, through whole year observation and interviewing existing CSOs as well, the job duties and responsibilities have been identified. Through structured interview as well by the operational manager and branch manager, keeping the banks policy in consideration, information for conducting the job analysis was collected. JOB DESCRIPTION Job Identification:
Provide highest level of personalized service to customers through proper handling, timely assistance, promptly attending to their queries and complaints, catering to their personal banking needs and building a strong and cordial relationship to avoid dissatisfaction. Relationships: Reports to: Operational manager Supervises: None Works with: Staff manager relationship with other CSOs Outside the company: None
Responsibilities and Authorities: Timely handling of all front office activities associated with the opening of customer accounts at the branch to enhance customer satisfaction and process efficiently. Providing all the financial facilities to customer including checkbook and term certificate issuance, locker operating, pay order, demand draft, etc. Maximize sales of banks product/ services to meet targets assigned with regards to Deposits/ Risk/ Assets/ Customer Finance. Receipt of ATM forms and timely issuance of ATM card. Manage and handle processing and operations of all FCU related activities of the branch including printing of all associated reports, clearing of checks and assisting in bank statement preparation
Other Responsibilities: Backup of other Customer Services Officers (CSO) To generate business through local sales promotion, in-branch walk in customers and marketing calls on existing as well as potential individual customer to increase sales thereby increasing the branch business. Coordinate the sales effort of sales team, where needed and to forge strong rapport with the customers to ensure strengthening of relationship on an ongoing basis. Maintain a high standard of appearance of the customer service center and self. Any other responsibility assigned by Operations manager/ Branch Manager.
Human Resource Management (MBA Weekend-2)
Job Analysis of a Customer Service Officer
Authority of Incumbent: The Customer Service Officers are basically data collectors and maintainers, so they have very limited authority. They are authorized mostly to reject applications due to incomplete information. Standards of Performance: The performance standards are weighted in the following manner category wise: Related work 60% Abilities 20% Target achieved 20%
Other standards are as follow: Check book providing: Term certificate issuance: Locker operating: Pay order/demand drafts: Other letter required by the customer Clearing: Account opening: 10 minutes 15 minutes 10 minutes 15 minutes 15 minutes 20 minutes 1-3 days
Working Conditions A desk job in a fully air conditioned Bank in a friendly and comfortable environment at Karachi. JOB SPECIFICATION Minimum Qualifications: Education/Experience:
Education: A graduate in the commerce or business subjects, either a simple or honors. Higher education is also appropriate. Experience: Fresh graduates and Experienced, both can apply for this post.
Knowledge Of: A broad range of codes and regulations related to providing service and customer dealing, modern office procedures and computer system, including: Proficient in using PC and possess good typing skills
Human Resource Management (MBA Weekend-2)
Job Analysis of a Customer Service Officer
Customer-oriented with good communication skills is essential Excellent service attitude with good interpersonal, communication and team skills With telesales and customer service experience is an advantage Proficient in written & spoken in Mandarin
Ability To: Lead the work of staff involved in problem solving to investigate. Resolve and/or process customer queries, and /or concerns. Apply specialized knowledge and skills to handle customer inquiries regarding special programs, services, rates, and fees. Maintain a high level of skill in written and verbal communication, interpersonal communications, and salesmanship. Communication abilities should be polite, humble, and flexible. Should have control and emotions should be of a sound mind and good physical health and presentable personality.
