Purpose 
Contribute to the overall success of the Branch, ensuring that customer needs for service and simple sales are met in accordance with individual goals in support of the team’s business strategies and objectives.  Ensure that all activities conducted are in compliance with governing regulations, internal policies and procedures. 

Accountabilities 

• Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.  

• The Customer Service Officer is responsible for contributing to the overall success of the branch by meeting negotiated service standards and goals, while adhering to Bank security, operational and compliance procedures and policies. These goals relate to the identification of customer needs, fulfillment of simple sales, generation of quality referrals, meeting customer service standards, teamwork and personal development.  

• In particular, the Customer Service Officer is in charge of receiving customers at the branch on a daily basis and classifying them according to their needs and specific order of priority in order to provide them with the best service, including identifying and meetings sales needs within their purview answering basic product questions, and referring customers to the most appropriate sales officer.  

• Meeting the needs of customers who need to carry out Cash and non-cash banking transactions, promoting alternative self-service banking channels, such as online banking, mobile banking, ABMs and the telephone banking, to personal and small business banking customers, and assisting them in using these channels if necessary.   

• Providing a superior customer experience in all interactions in order to achieve the overall performance objective of the branch in the consumer protection survey. 

Meet or surpass weekly, monthly and annual service and referral objectives.

Always fulfil our Service Promise:

Make every customer feel welcome. 

Take time to understand and anticipate customer needs. 

Provide advice and solutions that are right for each customer.

Follow-through and keep my promises.

Sincerely thank every customer, every time. 

Attend meetings for branch personnel.

Academic requirements

5 CSEC (General) passes (grades I-III) inclusive of Math & English

Previous cash/customer experience is an asset, but not a requirement (e.g. cashier, Credit union teller, etc) Minimum 18 years of age


(Guyana Residents Only)