Digital PRO

About the role

The Digital PRO will promote digital literacy among customers and staff, encouraging the adoption of the bank’s digital products and services. This role bridges the gap between in‑branch and digital experiences, ensuring customers can confidently use digital banking tools.

Key responsibilities

• Provide training and support to customers and staff on digital banking and mobile app usage.
• Guide customers through tablet‑assisted onboarding and digital product adoption.
• Collaborate with the Branch Manager and other departments to identify operational efficiencies using digital tools.
• Stay updated on digital trends and incorporate relevant innovations.
• Resolve customer queries while maintaining service standards and compliance with Business Continuity Management protocols.
• Educate customers on digital security best practices, including phishing and vishing awareness.
• Gather and share customer feedback on digital experiences to drive service improvements.
• Encourage customers to leave Google reviews reflecting their service experience.

Required profile

• Behavioural competencies: fostering teamwork, building collaborative relationships, conceptual thinking.
• Functional competencies: attention to detail, effective communication, technical proficiency, initiative.