Service Ambassador – Customer Experience at Branch Entrance

About the role

Delivering a seamless and welcoming customer experience at the branch entrance, the Service Ambassador ensures every client is directed efficiently and receives prompt attention. The role supports the branch’s operational flow, upholds the bank’s reputation for excellence in retail banking, and escalates exceptions to the appropriate team members.

Key responsibilities

• Greet and engage customers at the lobby, identify their needs and direct them to the appropriate service area or personnel.
• Manage lobby traffic, monitor queues and appointments, and communicate estimated wait times to minimise congestion.
• Verify customer identification in line with KYC/AML guidelines, report suspicious behaviour and adhere to privacy and conduct protocols.
• Promote digital and self‑service channels by educating customers on kiosks, ATMs and mobile banking, and collect feedback for improvement.

Required profile

• Minimum 1 year experience in retail banking or customer‑service roles, with familiarity in branch operations and basic banking platforms.
• Diploma or equivalent qualification in Business, Banking or a related field; completion of in‑house onboarding and compliance training.

Required skills

• Core banking systems
• CRM tools
• Digital banking kiosks
• ATM operation
• Mobile banking applications
• Queue management system