Daily prepare prospects and appointments for CASA/FD, payment, lending referrals Weekly and monthly track of given target and assigned task Monitor transaction flows and ensure timely resolution of any issues or disruptions’ Initiate value added proposition for in-active billers, if any, in line with planned marketing activities + bank’s products Solve any problems for partners : e.g. KYC, communication, complaints, reports, and documents changes Be flexible and accountable for urgent assignments or task given from Line Manager (Leads, documenting, reports, client visiting calls)
Oversee the day-to-day operation of the corporate helpdesk, ensuring quick and efficient resolution of issues or complaints Lead, train, and mentor a team of corporate helpdesk team Assign tasks, monitor performance, and ensure goal setting and service-level agreements (SLAs) are met. Monitor ticketing systems to ensure timely follow-up and resolution of issues. Establish and maintain protocols for issue escalation and resolution. Ensure that all customers receive high-quality service support. Address and resolve complex or high-priority issues that frontline helpdesk staff cannot handle. Measure customer satisfaction through surveys or feedback and work to improve service quality. Identify areas for improvement in helpdesk operations, from ticket resolution time to customer service. Implement new tools, processes, and technologies to improve efficiency and the end-user experience Ensure continuous improvement in the corporate helpdesk team’s skill sets and capabilities. Budgeting and Resource Management Disaster Recovery and Contingency Planning to ensure smooth operations Provide excellent and exceptional customer service to corporate client through phone, digital channels, face to face meetings Other assigned tasks by line manager
Answer customers’ inquiries through inbound calls or digital channels to address inquiries, resolve issues, and provide information about products, services, or company policies in the professional manner and ensuring high levels of satisfaction. Resolve customer complaints by investigating issues, providing solutions, and following up to ensure customer satisfaction. Educate customers on product features, services, or processes, and troubleshoot common issues Identify, analyze, and troubleshoot customer issues related to products, services, billing, or technical concerns. Escalate more complex issues to higher-level support or appropriate departments for resolution. Maintain detailed notes of customer interactions, including concerns, actions taken, and resolutions in the company’s CRM or ticketing system. Stay up-to-date with product offerings, services, company policies, and industry standards to provide accurate and relevant information. Provide feedback to management on recurring issues or customer concerns to help improve products or services. Build and maintain positive relationships with customers through professional and courteous communication. Work closely with colleagues and other departments (e.g., technical support, billing, sales) to resolve customer issues effectively.
Study, prepare, and implement changes/initiatives to improve in the ATMs and CRMs networks and relevant ATM/CRM process to ensure the competitive advantage of the banks Identify areas for process improvement and implement changes to enhance ATMs and CRMs operational efficiency and customer satisfaction. Support ATMs and CRMs for onsite and offsite deployment. Manage and maintain a network of ATMs and CRMs, ensuring their availability, functionality, and security. Coordinate with branches, ATM operation, ATM vendor, finance team and other relevant team on operation support and issue. Monitor cash levels in ATMs/CRMs at branches to ensure sufficient funds for customer transactions. Manage offsite ATMs and CRMs to ensure sufficient funds for customer transactions. ensure that regular inspections and preventive maintenance on ATMs and CRMs to identify and resolve technical issues have been performed by the vendor as schedules Troubleshoot and resolve technical problems with ATMs/CRMs, such as cash jams, card reader errors, and connectivity issues. Coordinate with vendors and service providers for repairs, maintenance, and upgrades of ATMs and CRMs. Stay updated with the latest industry trends, technological advancements, and regulatory changes related to ATMs and CRMs.
Contribute to consistent service levels to customers across all branches and own department, regardless of fluctuations in staffing due to absences, leave, or unexpected high demand. Provide readily available support to branches reducing the need for existing branch staff to work overtime or handle excessive workloads. Ensure consistent adherence to bank policies, procedures, and regulatory requirements across all branches by providing trained personnel to temporarily fill staffing gaps. Performing a variety of routine operational tasks to ensure consistent service delivery and adherence to bank procedures. Support the development and implementation of policies, procedures, and controls to enhance the efficiency and effectiveness of branch operations. Participate in cross-functional projects and initiatives to improve overall operational performance and customer experience. Participate in training programs to enhance skills and knowledge, and contribute to the onboarding of new staff in both branch and back office roles Foster strong communication and collaboration among branches and back office teams to ensure alignment in achieving service delivery objectives. Undertake additional responsibilities and tasks as assigned by the manager to support overall branch operations and meet organizational goals
Accurately count and process cash received from branches and ensure proper documentation. Cash Sorting: Sort and categorize cash according to denomination and condition, using cash sorting machines. Prepare daily cash reports, including discrepancies, and submit them to the Senior Manager. Maintain accurate records of cash inventory and assist in reconciling cash balances. Ensure compliance with internal policies, regulatory requirements, and security measures related to cash handling. Assist in maintaining the security of cash storage areas and vaults, reporting any suspicious activities. Provide excellent service to internal stakeholders and branches regarding cash inquiries and support.
Oversee cash sorting, counting, and processing activities to ensure accuracy and efficiency. Manage the workflow and schedules of cash management staff to meet operational goals. Implement and enforce security protocols to safeguard cash and minimize risks of theft or loss. Ensure compliance with internal policies and regulatory requirements for cash handling. Train and mentor staff on cash management procedures, machinery operation, and security practices. Conduct performance evaluations and provide feedback to team members. Assist in coordinating the transfer of bulk cash deposits to the national bank, ensuring all processes are followed accurately. Liaise with branch/SST personnel to address any cash-related issues or concerns. Monitor cash flow trends and report any discrepancies or issues to the Senior Manager. Maintain accurate records of cash processing activities and prepare reports as required.
Escort CIT vehicles and secure cash transfers between branches, SST, National Bank of Cambodia (NBC) and the center. Prepare detailed reports of daily activities, incidents, and security concerns Ensure adherence to security protocols and procedures for safekeeping currencies and valuables Work closely with law enforcement agencies and other security personnel to enhance overall security measures
Lead, mentor, and develop the engineers team. Collaborate with stakeholders to define project requirements and deliverables. Evaluate and recommend new technologies and solutions. Oversee the testing and validation of new products and services. Manage project budgets and resource allocation. Prepare and present reports on progress and results. Ensure compliance with relevant regulations and internal policies.