Job Purpose Summary
The incumbent is mainly responsible for providing various cash based services to customers over the counter in an efficient, courteous and error-free manner
Essential Duties & Responsibilities by Dimensions
A. Shareholder & Financial
- Carry out branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets.
- Implements KPI’s and best practices for Teller, QNB First
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
B. Customer (Internal & External)
- Ensure customer satisfaction all times by providing cash services in the most expeditious manner.
- Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
C. Internal (Processes, Products, Regulatory)
- Process transactions (cash, checks, remittance requests, credit card and loan payments etc.) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.
- Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
- Identify suitable opportunities to cross-sell products or services offered to customers.
- Authorize transactions within the range delegated to the incumbent.
- Forward all clearing items and remittance requests received from customers to the concerned department/ unit within Group Infrastructure for processing.
- Balance currency, coin, and checks in cash drawers and prepare the requisite report at the end of the day.
- Ensure all unresolved queries with respect to specific transactions and concerns are brought to the attention of the Officer in Charge.
D. Learning & Knowledge
- Possess working knowledge of functions to be performed in the teller area and related risks together with a working knowledge of operations and controls.
- Identify related areas for professional development of self and act accordingly.
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.
E. Legal, Regulatory, and Risk Framework Responsibilities
- Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
- Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
- Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
- Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the
Operational Risk Management requirements.
- Maintain appropriate knowledge to ensure full qualification to undertake the role.
- Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
- Attend mandatory (internal and external) seminars as instructed by the Bank.
Education and Experience Requirements
- College Diploma
- OR Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
