The role holder acts as the first point of contact for domestic debt and other customers with queries, complaints, feedback, requests etc. She/He is responsible for ensuring good customer experience when engaging with internal and external stakeholders.

Roles and Responsibilities
1. Responsible for providing good customer experience when engaging internal and external clients.
2. Daily open the Customer Care Service Desk and actively serve all the Walk-In Customers from 8:45am to 2:00pm at the Banking Hall on the ground floor.
3. Realize Clients Relations for Government Securities (GS).
4. Daily serve customers on behalf of the Department and Bank on Government Securities.
5. Obtain knowledge of the Department’s operations, functions and other important information related to Government Securities, resulting with all-inclusive service at the Customer Service Desk, where the public receive advice and are served accurately and more efficiently.
6. Address other pertinent queries raised by the public, potential or existing investor(s) related to Government Securities.
7. Accomplish the Know Your Customer (K.Y.C) principle to facilitate and streamline the operations of the Division.
8. Effect approved measures to minimize risk of receiving fraudulent documents through implementation of verification measures and due diligence procedures.
9. Receipt and input all incoming documents (transactions, requests, applications, or authorizations) received from customers into the DhowCSD System, including capture of outgoing documents.
10. Upload approved information for customers, using computer packages and software for display at the Banking Hall.
11. Attend and provide reports on all email’s received through the Department’s email address.
12. Any other assigned roles and responsibilities.

Bachelor’s Degree in Business, Finance, Banking, Public Relations, Communication, Marketing, Information Science or similar field from a recognized institution.

At least two (2) years’ experience on a related field.

Technical Competencies
Knowledge and understanding of:
1. Domestic debt and Government bonds, bills, and other instruments.
2. Interest rates and pricing.
3. Budgeting, ERP, Oracle Requisitions, Procurement plan, Procurement, and purchases in line with Bank Policy.
4. Financial Markets emerging issues, Money markets, Capital markets, and Derivatives.
5. Administration of Investor awareness/education, Pricing and evaluation and taxation implications.
6. Administrative, Protocol, Events and Organizational skills.
7. Computer Skills.
8. Document Management, Public Relations, Fraud & Forgeries detection, Communication skills, Banking laws and regulations, Central Banking Operations, Stakeholder Management and Report writing.

General and Behavioural Competencies
1. Knowledge of all operations of Government Securities end-to-end.
2. Planning and organization - Ability to organize work, set priorities and deliver high quality work within set timelines.
3. Organization knowledge – Ability to recognize how own work contributes to the achievement of team goals.
4. Quality orientation – Ability to ensure work assigned is completed with accuracy and carefully follow established procedures and regulations.
5. Communication - Ability to express information clearly and succinctly, orally and in writing, considering the audience and the nature of the information.
6. Ability to understand departmental goals and objectives and how they relate to the department's capability.
7. Demonstrate ability to present own views and a desirable level of self confidence
8. Professionalism, work ethic & integrity – Adhere to professional standards and established Bank procedures, policies when carrying out tasks.
9. Collaboration and teamwork - Build and sustain positive relationships with team members and stakeholders.
10. Accountability and professional development - Able to effectively prioritise tasks and work towards meeting deadlines and take responsibility.
11. Creativity and innovation – Ability to share ideas for improvement/s to the way of working/ tasks assigned.
12. Customer focus – Engage Internal and External client in a respectful, helpful, and responsive manner as per the Bank Procedures and guidelines.

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