RICKAY' LA WEEKES

The Customer Service Officer provide excellent customer service at all times by adopting and utilizing the FirstCaribbean Customer Service Standards and is responsible for managing the workflow of the Customer Service Counter and provides day-to-day transaction-based advice and services to banking clients. Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role e.g. Cross selling services and assisting with FirstCaribbean’s Diversion Strategy. Among other activities, the officer processes daily deposits, lending and mortgage transactions, open accounts and assists with cash management. The Customer Service Officer contributes to the achievement of customer service, sales and other branch targets. Delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries. Respond to and resolve customer inquiries and feedback (complaints) by adopting the Customer Feedback Management process and the Customer Service standards.

• Provide a high level of customer service to meet and exceed customers’ expectations ensuring that FirstCaribbean’s Customers.
• Sells drafts, Foreign Exchange currency, money orders, wire transfers and traveler’s cheques and Pay out various currency and coin against authorized debit vouchers, cheques, drafts and bonds.
• Perform account opening and closing, process routine transactions for Retail Personal Banking Customers.
• Process loan payments, payouts and loan fees, process interest adjustments, miscellaneous fees and penalty fees to customers’ account.
• Process refunds for lost International Money Orders and traveler’s cheques.
• Handle transactions including credits (cash advance and merchant deposits).
• Facilitate reactivation of dormant accounts – prepare entries and obtain authorization.
• Ensure that all fees and charges are collected, where required.
• Resolve customer queries and clarify problems regarding entries/routine matters referring when necessary to Senior Staff for approval, advice and solutions to problems.
• Respond to customer feedback and refer as appropriate to satisfactorily resolve issue.
• Assist in implementing new branch processes impacting the Customer Service counter.
• Draft replies to customers’ queries for approval by Branch Manager.
• Experience in customer service and/or operational duties.
• Experience in the financial service industry, focusing on customer service and sales.
• General knowledge of brand principles and FirstCaribbean business model.
• General knowledge of the Bank’s products and services.
• Good knowledge of FirstCaribbean Customer Service Standards and processes (what level of service will be provided to customers).
• Knowledge of job-specific and other branch processes including products, services, and delivery channels, their features and the most appropriate use.
• Knowledge of roles and responsibilities within the branch (in order to direct inquiries to the most
• Knowledge of ICBS and ABT (Alliant Brach Teller).
• Excellent interpersonal skills to work effectively with customers and successfully handle their feedback.
• Good written and oral communication skills.
• Good numeric skills.
• Good team player.

The Customer Service Representative provides excellent customer service at all times by adopting and utilizing the FirstCaribbean Customer Service Standards. Meets transactional banking needs by providing a comprehensive range of day to day transaction services and assisting in promoting the use of self-serve banking channels, e.g. ATMs, Call Centres, etc. Responsible for servicing branch customers and identifying and referring sales and diversion opportunities undertaking a sales and service role, e.g. cross selling services and assisting with FirstCaribbean’s Diversion Strategy. Responds to and resolves customer inquiries and feedback (complaints) by adopting the Customer Feedback Management Process and the Customer Service standards. Contributes to the achievement of customer service, sales and other branch targets and delivering quality service by acting promptly to reach satisfactory resolution to customers’ requests and enquiries.

• With a focus on speed accuracy and courtesy,
• completes customer transactions.
• Pays out various currencies and coin against authorised debit vouchers, cheques and drafts. Accepts and processes withdrawals, deposits, utility bills, loan payments, credit card cash advances, local drafts, travelers cheques, foreign drafts, money orders, wire transfers and over-the-counter cheques, etc. from in-branch customers.
• Understanding FirstCaribbean offerings in terms of service and sales.
• Knowledge of the FirstCaribbean’s Diversion strategy.
• Knowledge of the bank’s products and services, channel functionality and applicability to customer requirements.
• Knowledge of the bank’s customer service standards and processes (what level of service should be provided to the customer).
• Knowledge of roles and responsibilities within the branch in order to direct inquiries and /or referrals to the most appropriate branch personnel.
• Knowledge of job-specific processes and related computer applications, e.g. ABT, Microsoft office. Certificate at ACIB/ First degree would be an asset but is not a requirement
• knowledge of job-specific and other branch processes including products, services, and delivery channels, their features, and most appropriate use.
• Good numeric skills.
• Excellent interpersonal skills in order to relate well with internal and external customers. Good organisation skills.
• Good communication skills (written and verbal). Sets and meets own high standards.
• Good team player.

Tortola, British Virgin Islands|01/2018 - 07/2021

• Assisted customers by phone, in person and by email by asking questions , solving problems or recommending solutions.

• Opened new accounts

•Served existing customers based on individual financial needs.

• Promoted and sold banking products as in Personal Loans, Auto-Loans and secure Loans and financial services.

• Maintained filing systems and other daily administrative and clerical support tasks to facilitate loans, deposits and account services.

• Researched account information regarding loans, transactions and inquiries.

• Offered every customer exceptional service level by remaining friendly and professional during every transaction.

• Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.

• Educated customers on special pricing opportunities and company offerings.

• Assisted customers in making payments on accounts and setting up payment plans.

• Delivered service and support to each customer, paving way for future business opportunities.

• Made outbound calls to obtain account information.

• Set up and activated customer accounts.

• Modified, opened and closed customer accounts.

• Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.

• Reviewed accounts for signs of fraud and turned over details to law enforcement officials.

• Cashed customer checks verified identification and checked account balances in accordance with bank policy.

•Balanced cash and checks against computer records at end of shift.

• Entered transactions such as Deposits, Withdrawals, Cashed Checks, Money Orders, Payments.

• Explained bank financial products and applicable fees to customers.

• Assisted customers in bank operations, including accessing safe deposit boxes and ATM operations.

• Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.

• Exceeded sale goals by promoting bank products and services to customers.

• Welcomed customers with a smile and offered pleasant service during entire transaction.

• Took on additional shifts during busy periods to minimize staffing shortages.

• Identified and reported suspicious behavior to security personnel as appropriate.

• Directed specific questions to appropriate branch personnel.

•Maintained confidentiality of bank records and client information.

• Adhered to financial services security and audit procedures.

• Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.

• Reviewed files, made sure all customers documents were in compliance.

• Scanned and filed forms, reports, correspondence and receipts.

• Updated daily logs for tracking file movements.

• Pulled files for staff, management and third-party requests.

• • Cashed customer checks verified identification and checked account balances in accordance with bank policy.
• Balanced cash and checks against computer records at end of shift.
• Entered transactions such as Deposits, Withdrawals, Cashed Checks, Money Orders, Payments.
• Explained bank financial products and applicable fees to customers.
• Assisted customers in bank operations, including accessing safe deposit boxes and ATM operations.
• Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.
• Exceeded sale goals by promoting bank products and services to customers.
• Welcomed customers with a smile and offered pleasant service during entire transaction.
• Took on additional shifts during busy periods to minimize staffing shortages.
• Identified and reported suspicious behavior to security personnel as appropriate.
• Directed specific questions to appropriate branch personnel.

• Managed crafts and other hands-on activities to engage kids and promote development.

• Prepared meals, snacks and refreshments while accounting for dietary needs and restrictions.

• Enforced rules to teach good manners and maintain safe environment.