(UAE Nationals Only) Senior Counter Services Specialist Teller (Sahara Centre)- RBG

Role Overview

Senior Counter Services Specialist Teller at Mashreq, located at Sahara Centre. UAE Nationals only.

Role Purpose

Perform all financial transactions in a risk-free manner while maintaining set service standards. Ensure adherence to policies and processes whilst minimizing operational losses. Handle branch-related counter transactions and replace the Counter Services Manager during his/her absence.

Key Responsibilities

Counter Operations

• Manage cash counter transactions for a branch with a customer base of greater than 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.
• Ensure zero risk of cash differences by diligently, accurately, and attentively processing all cash transactions.
• Adhere to transaction limits, override approval, and call-back processes at the counter.
• Ensure proper custodianship of all security items related to counter transactions.

Service Excellence & Customer Experience

• Reduce waiting time and serving time by efficient processing of all transactions.
• Manage customer expectations for each interaction.
• Ensure 100% score at counter area with mystery shoppers.
• Cross-sell MMC and other products.

Risk & Compliance

• Remain 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 transactions.
• Adhere to all policies and processes to ensure an acceptable risk rating of the counter area by Audit.
• Conduct error-free transactional report checking.
• Investigate thoroughly any differences in balancing and reconciliation of cash and other security items by following the standard process of checking, scrutiny, and investigation.

Operational Support

• Assist Counter Services Manager in handling day-to-day transactional and branch-related activities.
• Ensure effective and timely implementation of changes and modifications to processes and policies made by Head Office.

Qualifications & Experience

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

Skills & Competencies

• Demonstrate dedication to providing excellent customer service and achieving TNPS goals.
• Ensure cash and transaction handling is accurate and efficient.
• Adhere to all bank policies, regulations, and security protocols.
• Work collaboratively with the team to ensure smooth operations and adherence to service benchmarks.
• Uphold ethical standards, ensuring no cash discrepancies or security breaches.
• Good customer service and interpersonal skills.
• Good communication and interpersonal skills.
• Handle pressure effectively.
• Detail-oriented with strong numerical ability and high vigilance.
• Handle routine work with consistent enthusiasm and vigor.

Additional Information

• UAE Nationals only.