Cio

**JOB PURPOSE**

The Customer Information Officer is responsible for welcoming customers to the branch, handling their requests, and guiding them to the most efficient service channel, in addition to managing the branch queue.
- **MAJOR RESPONSIBILITIES AND ACOUNTABILITIES**
- Welcomes and orients all branch walk-in customers by handling their requests and inquiries in the most professional manner
- Manages the branch queue by migrating customers to the various channels (ATM, Online bankingetc.)
- Checks walking customers' requests, answers and resolves their related issues in a timely manner
- Assists in completion of any required documents for certain product or service requested by customers
- Handles custody items and keys
- **KEY PERFORMANCE INDICATORS (KPIs)**
- Customer feedback surveys and pulse checks
- Customer satisfaction rate measured through customer satisfaction surveys
- Timely resolution of customer requests/inquiries
- Transactions through the various channels
- Number mistakes done in required documents for certain product or service requested by customers
- Number of remarks and recurrence of remarks in quality assurance individual reports