(UAE Nationals only) Remote Teller-RBG - DBC Interactive Remote Tellers- Retail Banking Group

Role Overview

Remote Teller (RBG DBC Interactive Remote Tellers) at Mashreq, remote location. UAE Nationals only.

Role Purpose

Perform financial and service transactions in a risk-free and efficient manner over video calls while maintaining set service and control standards at all times.

Key Responsibilities

Transaction Processing

• Process financial and service transactions accurately and swiftly in accordance with laid-down procedures over video call on the Interactive Teller Machine.
• Ensure accurate delivery and receipt of cash to and from customers at all times.
• Ensure zero risk of cash transactions in accordance with SOP with zero operational losses.
• Conduct error-free transactional report checking.
• Adhere to transaction limits, override approval, and call-back processes.

Service Delivery

• Strive towards reducing wait time and serve time by efficient processing of all transactions.
• Strive towards managing customer expectation for each interaction.
• Provide friendly, efficient, and accurate services.
• Ensure 100% score at remote teller area with mystery shoppers.

Risk & Compliance

• Remain vigilant and alert to any possible fraud risks and be aware of fraud trends.
• Provide continuous feedback and seek guidance, assistance, and approval from direct supervisor on any irregular or suspicious transaction.
• Investigate in detail any differences in balancing and reconciliation of cash and other security items by following the standard process of checking, scrutiny, and investigation.
• Comply with all policies and procedures to ensure an acceptable risk rating of the remote teller unit.
• Remain updated on all process and control amendments.

Support & Development

• Assist Team Leader and Remote Teller Manager in handling day-to-day transactional and service and maintenance activities.
• Identify customer needs and cross-sell or refer Mashreq products.

Qualifications & Experience

• 1–3 years of experience as a teller within the banking industry.

Skills & Competencies

• Complete knowledge of Interactive Teller Machine functionalities and minor troubleshooting.
• Good customer service skills.
• Strong interpersonal and communication skills.
• Strong work ethic and teamwork.
• Ability to handle pressure.
• Detail-oriented and quick with numbers.
• Ability to handle routine work with enthusiasm and vigor.
• Knowledge of financial and service transaction processes.
• Attention to Detail & Quality (Level 2).
• Customer Focus (Level 3).
• Communication & Interpersonal Skills (Level 2).
• Commitment to Results (Level 2).
• Planning & Organizing (Level 2).