Universal Banker – Al Horeya Branch

About the role

The Universal Banker will operate at the Al Horeya branch, delivering high‑quality cash and transaction services while ensuring a positive customer experience. This role combines teller duties with proactive sales and customer education on digital banking channels.

Key responsibilities

• Manage cash transactions through teller counters in the new branch model.
• Meet customer expectations on every interaction and work to minimise attrition.
• Acquire new customers by selling banking products to walk‑ins.
• Take ownership of customer complaints, resolve them and log all inquiries.
• Introduce and educate customers on alternative channels and new digital technologies.
• Achieve personal banking product KPIs and cross‑sell other segment products.
• Ensure compliance with policies aiming for zero operational losses.
• Maintain service levels, handle diverse customer demographics without bias, and collaborate with support units.
• Resolve complex, unstructured customer problems, including cash shortages, excesses, or potential fraud.
• Make decisions on financial and non‑financial customer issues and recommend process improvements.

Required profile

• Strong customer‑service orientation with the ability to handle diverse client backgrounds.
• Proactive problem‑solving mindset and willingness to take ownership of issues.
• Ability to work collaboratively with internal support teams.
• Commitment to compliance and operational risk mitigation.

Required skills