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Customer Service Officer
Principle Accountabilities
- To manage queues by constantly monitoring customers wait time so as to ensure timely customer service.
- To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
- To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
- To Issue ATM Cards and cheques by recording to ensure safe custody and timely delivery to customers
- To avail product Brochure/Marketing materials and stationery for the customers by constantly replenishing the banking hall in order to ensure adequate products information to the customers.
Key Competencies and Skills
Technical competencies:
- Communication Skills
- IT Skills
- Product knowledge
General competencies: Interpersonal skills ,
- Team Player,
- Listening skills
- Empathetic
- Emotional Control
- Professional
Minimum Qualifications, Knowledge and Experience
- Education: Bachelors Degree
- Experience: Over one (1) year’s banking experience
Branch Operations Manager – Nationwide
Principle Accountabilities
- To manage cash by ensuring dual controls and limits are observed so as to avoid fraud losses.
- To approve transactions by confirming suitability to minimize losses
- To review transactions by confirming the transactions against system generated reports to ensure accuracy
- To manage customers accounts by ensuring adherence to product features to minimize customers complaints and loses.
- To attend to customers queries by ensuring that they are resolved within set standards to enhance customer satisfaction.
- To appraise staff annual and by half-yearly reviews to ensure targets are met and training needs identified.
- To manage costs by monitoring Branch expenditures to ensure Branch is within the budget
Key Competencies and Skills
Technical Competencies
- Supervisory Skillls
- Numerical Skills
- Banking Skills
- Analytical Skills
- IT skills
- Product Knowledge
Minimum Qualifications, Knowledge and Experience
Education
- Bachelors Degree
Experience
- Over three (3) year’s in a supervisory role in a Financial Institution.
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