(UAE Nationals Only) Counter Services Specialist- Dubai Mall Branch- Retail Banking Group

Role Overview

Counter Services Specialist at Mashreq, Dubai Mall Branch, Retail Banking Group. This position is open to UAE Nationals only.

Role Purpose

Perform all financial counter transactions in a risk-free manner while maintaining service standards, ensuring strict adherence to policies and processes, minimizing operational losses, and providing branch coverage during counter service manager absence.

Key Responsibilities

Counter Operations

• Manage cash counter transactions for a branch with a customer base exceeding 7,000, portfolio size of AED 100 million in assets and AED 200 million in liabilities.
• Process all counter transactions accurately and swiftly in accordance with laid-down procedures.
• Ensure accurate delivery and receipt of cash to and from customers at all times.
• Adhere to transaction limits, override approval, and call-back processes at the counter.
• Ensure proper custodianship of all security items related to counter transactions.

Risk & Compliance Management

• Ensure zero risk of cash differences by diligently, accurately, and attentively processing all cash transactions.
• Be vigilant and alert to any possible fraud and risks.
• Provide continuous feedback and seek guidance, assistance, and approval from direct supervisor on any irregular or suspicious transaction.
• Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by audit.
• Uphold ethical standards, ensuring no cash discrepancies or security breaches.

Quality & Efficiency

• Strive towards reducing waiting time and serving time by efficient processing of all transactions.
• Strive towards managing customer expectations for each interaction.
• Ensure errors-free transactional report checking.
• Ensure 100% score at counter area with mystery shoppers.
• Endeavor to reduce customer wait time and serve time by efficient and risk-free processing of all counter-related transactions at the branch.

Reconciliation & Investigation

• Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking, scrutiny, and investigation.

Process & Change Management

• Ensure effective and timely implementation of changes and modifications to processes and policies made by Head Office.

Support & Sales

• Assist Counter Service Manager in handling day-to-day transactional and branch-related activities.
• Cross-sell MMC and other products.

Qualifications & Experience

• 3 to 4 years of experience as a teller within the banking industry.
• In-depth knowledge of counter-related and dependent processes.
• Basic accounting and reporting knowledge.
• Process knowledge related to financial transactions.

Skills & Competencies

• Good customer service and interpersonal skills.
• Good communication and interpersonal skills.
• Ability to handle pressure.
• Detail-oriented with quick numerical aptitude.
• Very vigilant and alert.
• Ability to handle routine work with enthusiasm and vigor.
• Demonstrates dedication to providing excellent service and achieving TNPS goals.
• Ensures cash and transaction handling is accurate and efficient.
• Works collaboratively with the team to ensure smooth operations and adherence to service benchmarks.

Additional Information

• Position restricted to UAE Nationals only.