Job Description
Customer Service Officer (“CSO”) is responsible to promote bank´s products and services in order to contribute to the fulfilment of branch and bank business objectives while consistently offering high quality customer service.
Duties and Responsibilities
• • Handle inbound and outbound phone calls.
• Provide information to customers on their account status and account balances
• Ensure effective and efficient handling of customers in the branch and provide them services according to the laid down service and quality indicators.
• Perform AML/KYC due diligence for every new client.
• Perform customer verifications, open new accounts, follow up of pending/missing documents, and maintain customer account data/records for both loan and savings by updating client information.
• Ensures correctness of all supporting documentation and process customers’ transfers with proper approval from the supervisor.
• Handle account opening and its related processes.
• Manage customer correspondence.
• Demonstrates high level of commitment to customer acquisition activities with consistent follow up and engagement with potential customers by telephone, either electronically or face to face.
• Adheres to Code of Conduct at all times and in all customer interactions.
• Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints; complete audits; identify customer service trends; determine system improvements; implement change within agreed timelines.
• Keep detailed records of customer interactions and transactions, record details of inquiries, comments, and complaints, record details of actions taken, ensure customer receive feedback.
• Direct applications for loans, savings, and investments to the credit officer, sales consultant/operations officer or treasury dealer for processing, approval, management, collateral attachment and any related client information in accordance with relevant guidelines.
• Determine customer service requirements by analyzing customer needs; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improve customer service quality results by studying, aid the branch manager in ensuring that all relevant standards within the customer care are met.
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Channel complex customer complaints and challenges to the right quarters for effective resolution
• Participate in marketing and awareness campaigns in the bank to create an enlarged customer base
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction.
• Ensure branch cleanness and queue management
• Create and maintain a positive, supportive, customer oriented environment for all existing and prospective clients.
• Perform any work allocated by the Branch Manager/Operations Officer from time to time.
• Meet the objectives and performance measures agreed by the Branch Manager.
Qualifications and Experience
• Diploma in Business Studies, or Management Studies from an accredited college or University.
• Computer literate in Microsoft office package.
How to Apply
Candidates who meet the above qualifications and work experience should apply via the link below not later than 12 March 2024:
https://forms.gle/tHdmRHJvB3rYZqgN8
