Habib Bank Limited (HBL) is in search of dedicated individuals to join our team as Prestige Service Executives in the Branch Operations and Account Services function. This exciting opportunity is available in major cities across Pakistan, including Karachi, Lahore, Islamabad, Peshawar, and Gujrat. In this blog post, we’ll explore the role of a Prestige Service Executive, outlining the responsibilities, qualifications, and how you can apply to be part of our dynamic team.
Unveiling the Prestige Service Executive Role: Let’s delve into the core responsibilities and expectations associated with the role of a Prestige Service Executive at HBL.
Prestige Service Executive Key Responsibilities:
1. Exceptional Customer Service:
- Your primary responsibility is to deliver the highest standards of customer service, cultivating strong relationships and ensuring ultimate customer satisfaction.
2. First Point of Contact:
- Be the first point of contact for Priority customers, both over the phone and in person, providing personalized guidance and information.
3. Efficient Account Operations:
- Handle day-to-day tasks, including the account opening process, ensuring a seamless and efficient experience for our valued customers.
4. Proactive Traffic Management:
- Manage traffic flow within the Priority Lounge/branch, proactively addressing queries, and completing transactions for Priority clients.
5. Embracing Technology:
- Promote the use of Alternative Distribution channels among Priority clients, where applicable, to enhance their banking experience.
6. Compliance and Risk Adherence:
- Develop a solid understanding of internal policies and prudential regulations to ensure strict adherence to the company’s risk and compliance policies.
- Be the first point of contact for all Priority customers walking into the Priority Lounge/branch.
- Acknowledging the customer’s presence in the lounge/premises and greet the customer within the first 10 seconds.
- Manage the traffic flow by proactively asking and resolving queries and completing transactions of Priority clients within the lounge.
- Ensuring timely pickup of phone calls with the standard script of greeting.
- Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions.
- Complete end to end error free and timely instant account opening and instant debit card issuance of HNWI clientele.
- Manage and supervise customer footfall and referrals at branch counters, RM desks, drop boxes, helpline and suggestions/comments boxes to aid customer experience and assist end to end issue resolution.
- Assist HNWI clientele in all transactional needs such as cash withdrawal, pay order/ demand draft issuance, RTGS, account to account transfer, deposit etc.
- Perform all services within the TAT defined by SQ such as balance inquiry, bank account statement issuance/ certificate issuance, cheque book issuance, debit card issuance etc.
- Processing of customer’s service request through ARF on spark and misys for address/contact details, zakat marking, upgrading/downgrading, account reactivation which includes receiving and processing of all documentation and ensuring it is forwarded timely.
- Responsible for instant account opening through Priority lounges and ensuring reliable transactions of HNWI clients.
- Responsible for lounge up keep monitoring, ambiance, cleanliness and branding in collaboration with the related departments, and ensuring that the concerned stakeholder is timely notified.
- Keep a record and track resolution of the Priority complaints
- Manage joining gifts/ Priority welcome packs/ debit card packs under supervision of the Floor Manager
- To ensure conformity with all audit, compliance, governance and risk management controls.
- To strictly comply with the money laundering prevention procedures of the bank.
- Respond to and resolve enquiries and problems while ensuring 100% policy and procedural compliance while conducting transactions and judging when to pass complex queries on to or involve others regarding account balance, products and services for effective service and clear advice to colleagues and customers as per SOPs.
- Manage customer traffic and ensure increase of Alternative Distribution channel usage where applicable for Priority clients.
Account Opening & Application Handling
- Handling applications by accurate completion of customer account opening and
- and services in line with bank’s standard Operating Procedures.
- Maintain records of service requests (logged via Here to Help helpline/ available systems) and complaints received and follow up on these through completion
- Assist in opening bank accounts and cross sell available other banking products including but not limited to opening of all customer accounts and processing miscellaneous requests in order to contribute to overall branch performance and ensure customer excellence.
Control & Compliance
- Develop a practical understanding of internal policies, prudential regulations in order to ensure adherence to the company’s risk and compliance policies.
- Be involved in investigations and inspections of data, processes and practice in accordance with established procedure to identify suspicious transaction reports for any potential or actual compliance issues and raise for appropriate actions.
Conflict resolution & stakeholder management
- Guide and persuade staff to maintain a friendly yet a professional environment and pacify irate customers
Operational execution & inventory management
- Reporting maintenance related issues to the Floor Manager and Service Quality department
- Ensure current marketing collateral, Stationary & local merchandising (welcome packs) is displayed at all customer touch points within the Priority Lounges.
Location: Pan Pakistan
- Minimum graduate preferably in business discipline.
- 1-2 years of relevant experience.
Next level role:
- Relationship Manager, Prestige Customer Experience Manager.
Where You Can Make a Difference: This exceptional opportunity awaits you in major cities, including Karachi, Lahore, Islamabad, Peshawar, and Gujrat.
Qualifications: To be eligible for this role, candidates should meet the following criteria:
- Education: Hold a Bachelor’s or Master’s Degree in a relevant field(s).
- Experience: Ideally, possess 0 to 2 years of relevant experience, though fresh graduates are also encouraged to apply.
How to Take the First Step: If you’re a graduate from an HEC recognized institution and ready to embark on this exciting career journey, visit here to submit your application. The deadline for applications is September 14, 2023.
Diversity Matters: HBL is committed to being an equal opportunity employer that values diversity. We strive to create an inclusive and welcoming workplace for all.
In Conclusion: Are you ready to elevate your career and make a difference as a Prestige Service Executive at HBL? If you’re passionate about delivering outstanding customer service, eager to contribute to our growth, and ready to be part of a leading bank in Pakistan, seize this opportunity. Join our team and be a part of shaping the future of banking excellence. Your journey starts here!
Don’t miss out on this chance – apply today and kickstart your career with HBL!