JOB PURPOSE

Satisfy customers through effective product sales and excellent service delivery within SLA for increased customer profitability and share of wallet.

PRINCIPAL ACCOUNTABILITIES

1. Relationship Management & Customer Service (40%)

• Deliver agreed customer and product sales, wallet share, and profitability targets.
• Achieve minimum customer service rating of ‘very satisfied’.
• Own customer queries/complaints and where these are not resolved, refer timeously to supervisor.
• Ensure cheque books and confirmations are booked properly and promptly on the system.
• Advise customers as soon as cheque books, cards, etc. are ready for collection.
• Deal efficiently with customer requests for products, statements/balances, change of address, account reactivation, and any other requests for information on accounts.
• Assist customers to use electronic products.

2. Sales & Service Management (15%)

• Deliver services including account opening, check book, cards, enquiries, checks, transfers, and drafts, etc. to customers in a courteous manner and within SLA.
• Provide appropriate banking and product advice, guidance, and referrals to customers.
• Cross sell electronic channels to customers to achieve 75% sign up of branch customers.
• Support all product campaigns and achieve sign-on targets.
• Build effective relationships in branch to ensure effective delivery of customer service.
• Support branch and sales officers in achieving its sales and customer retention goals.
• Achieve 5 products per customer.
• Act as backup custodian for Branch Vault and ATM, taking ownership of bank branch vault and ATM keys.
• Ensure efficient crowd management in the banking hall.

3. Self Development & Teaming (15%)

• Remain up to date on all bank product programs, FX, interest rates, and economic challenges in the environment.
• Provide cover for other Customer Service Officers in case of absence or workload.

4. Administration & Teamwork (15%)

• Ensure compliance with all Group and regulatory policies and laws.
• Ensure accuracy of all account opening documents and effectively follow KYC procedures.
• Carry out monthly proofing.
• Ensure safeguard of bank documents and security items.
• Achieve ARR rating of ‘Acceptable’.
• Perform all other duties as reasonably assigned.

5. Strategic Initiatives (15%)

• Expand and advise new controls based on operational risk.
• Increase customer satisfaction and process TAT.
• Develop/Implement supply chain strategy.
• Implement personal planning process.
• Increase and motivate teamwork.
• Increase quick performance change.

JOB SKILLS, EDUCATION & EXPERIENCE REQUIRED

Education & Qualifications

• Bachelor’s Degree.
• Preferred Education: Degree in Sales and Marketing or Commerce.

Skills & Experience

• Minimum 2 years of experience in Customer Service.
• Preferred Experience: Sales & Service experience in banking.
• Customer focused and result oriented.
• Good verbal and written communication skills in relevant languages to the accounts assigned.
• Ability to pull other resources to sell and deliver customer solutions.
• Good organizational and time management skills are highly desirable.
• Result-oriented team player.

Core Competencies

• Customer Service
• Interpersonal Skills
• Communication
• Decision making and organizing
• Shop African Art
• Planning & Organizing
• Relating & Networking

• Deliver agreed customer and product sales, wallet share, and profitability targets.
• Achieve minimum customer service rating of ‘very satisfied’.
• Own customer queries/complaints and where these are not resolved, refer timeously to supervisor.
• Ensure cheque books and confirmations are booked properly and promptly on the system.
• Advise customers as soon as cheque books, cards, etc. are ready for collection.
• Deal efficiently with customer requests for products, statements/balances, change of address, account reactivation, and any other requests for information on accounts.
• Assist customers to use electronic products.
• Deliver services including account opening, check book, cards, enquiries, checks, transfers, and drafts, etc. to customers in a courteous manner and within SLA.
• Provide appropriate banking and product advice, guidance, and referrals to customers.
• Cross sell electronic channels to customers to achieve 75% sign up of branch customers.
• Support all product campaigns and achieve sign-on targets.
• Build effective relationships in branch to ensure effective delivery of customer service.
• Support branch and sales officers in achieving its sales and customer retention goals.
• Achieve 5 products per customer.
• Act as backup custodian for Branch Vault and ATM, taking ownership of bank branch vault and ATM keys.
• Ensure efficient crowd management in the banking hall.
• Remain up to date on all bank product programs, FX, interest rates, and economic challenges in the environment.
• Provide cover for other Customer Service Officers in case of absence or workload.
• Ensure compliance with all Group and regulatory policies and laws.
• Ensure accuracy of all account opening documents and effectively follow KYC procedures.
• Carry out monthly proofing.
• Ensure safeguard of bank documents and security items.
• Achieve ARR rating of ‘Acceptable’.
• Perform all other duties as reasonably assigned.
• Expand and advise new controls based on operational risk.
• Increase customer satisfaction and process TAT.
• Develop/Implement supply chain strategy.
• Implement personal planning process.
• Increase and motivate teamwork.
• Increase quick performance change.

• Customer Service
• Interpersonal Skills
• Communication
• Decision making and organizing
• Planning & Organizing
• Relating & Networking
• Good verbal and written communication skills in relevant languages to the accounts assigned.
• Ability to pull other resources to sell and deliver customer solutions.
• Good organizational and time management skills are highly desirable.
• Result-oriented team player.

• Bachelor’s Degree.
• Preferred Education: Degree in Sales and Marketing or Commerce.