• 2.5.5 Fulfilment / customer query management


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    Description of role

    Responsible for performing customer query related functions and supporting the retail / corporate sales team.

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    Core skills

    • Understand the operational mechanism of all the products and services
    • Understand banks customer service strategy and standards
    • Awareness of handling complaints and queries from customers
    • Ensure quality standards with respect to service delivery of various products
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    Qualification and/ or certification

    • QFSQF Level 2
    • Relevant experience

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    Industry knowledge

    • Knowledge of relevant banking products and services

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    Regulatory compliance of role

    • Knowledge of banking regulatory framework
    • AML laws and regulations