Mission
To convert visitors into happy and satisfied OCBC customers (by being helpful, friendly, knowledgeable and well-informed).
Customer Engagement
- Proactively approach customers to create awareness (attract), excitement (engage) and interest (connect) around products / services in the Lifestyle area in our store.
- Creates superior waiting experience for our customers by proactively engaging them in our lifestyle products / services.
- Uncovers customer’s needs through relational customer engagement and cross-sell available lifestyle products / services.
- Event coordination and management, including end-to-end operationalization of events schedule, pre-event set up, attendees verification, ensuring smooth event management for customers and speaker as well as post- event winddown.
- Actively engage customers in credit card application.
- Refers customers to the team of Personal Financial Consultants for Wealth Products.
Service Quality Deliverables
- Be the ambassador of the store by delivering a remarkable service to customers with relational customer engagement and communications.
- Maintains positive image of the store with high standards of premises management which includes visual merchandising at Lifestyle area.
- Able to identify customer’s banking needs and refer to financial consultants for wealth journey conversations.
- Engages Store manager regularly to contribute/share ideas on way to improve service delivery.
Assisted Services for Digital Platforms (SMART ATM / ATM, MB/INB)
- Provide assistance to customers for basic transactions at SMART ATMs, ATMS, MB/INB.
- Extends warm transfer of customer to Service Banker for troubleshooting of MB / INB issues.
Requirements
- Retail banking sales experience is preferred.
- Prior experience in retail and/or customer service will be advantageous.
- Self-motivated, driven, works well under pressure to meet sales target (credit card application).
- Friendly and approachable disposition, with strong communication skills.
- Confident and comfortable to engage with both small groups as well as with individual customers.
- Takes initiative and is proactive with a positive mindset to prioritize tasks.
- Adaptable and flexible with schedule to fit business needs.
- Able to spend long hours on the feet.
- Working hours include Public Holidays and weekends within a 40-hour work week (4.5 days work week).
- Retail operation hours: 11am – 9pm.
