Job Description (JD)
| Nama Program | Operasi Perkhidmatan Cawangan Perbankan Runcit [K661-003-3:2018] |
|---|---|
| Kod CU | K661-003-3:2018-C05 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICES (RETAIL BANKING) |
| Penerangan CU | Banks are service-based businesses as most of their activities involve elements of services. Therefore, Customer Service is an important aspect in the banking industry. Customer Service aims to serve customers efficiently to the highest level of customer satisfaction. Tellers or Clerks normally serve as the "face" of the bank to their customers. They are the ones visitors typically interact with for routine checking and savings transactions, setting up new accounts or getting more information on banking products. Thus, service-oriented and helpful people in these roles greatly affect a bank's customer experience and reputation. A competent person in Customer Service (Retail Banking) shall be able to attend to customer requests, process customer requests and carry out End of Day (EOD) balancing of service requests in accordance with company’s SOP and authorities’ requirements. The outcome of this competency is the ability to serve customers to the highest level of customer experience. |
| Tempoh Latihan | 240 |
| Objektif Pembelajaran | The outcome of this competency unit is the ability to serve customers to the highest level of customer experience. Upon completion of this competency unit, trainees shall be able to: 1. Attend to customer requests 2. Process customer requests 3. Carry out End of Day (EOD) balancing of service requests |
| Pra-Syarat | 0 |