Job Purpose

Perform customer service delivery activities at branch level to ensure customer satisfaction and customer retention.

Key Responsibilities/Tasks

Customer Management:

• Guide the customer in completing Bank’s standardized forms g. account opening and closing forms etc. and submitting them for processing
• Process and input customer instructions in line with Bank’s policies and
• Receive customer queries and complaints, record and ensure timely resolution

Operations:

• Receive and process all customer remittance instructions for processing at head office such as Telegraphic Transfer (TT) and Tanzania inter-Bank Settlement System (TISS)
• Inform and cross-sell the Bank’s range of products and services to
• Prepare balance confirmation letters
• Receive written communication from customers and other regulatory authorities

Reporting:

• Prepare and review required reports for submission to head office

Records Management:

• Act as custodian of assigned branch stocks, cards, cheque books, pin mailers as may be assigned and ensuring destruction of the same as per procedure

Risk Management:

• Ensure effective adoption and utilization of risk management tools
• Inform the immediate supervisor of newly identified risks in existing work for mitigation and management purposes.
• Drive remediation of risk management exceptions identified during audit or risk
• Promote risk management culture

Administration:

• Manage and monitor the branches g. cleanliness maintenance, stationaries and board rate screen etc.
• Perform any other duties as may be assigned by the immediate supervisor from time to time

Academic / Professional Qualifications

• Bachelor’s degree in business management or any other related field
• A minimum of 1 year of working experience at Officer level

• Guide the customer in completing Bank’s standardized forms g. account opening and closing forms etc. and submitting them for processing
• Process and input customer instructions in line with Bank’s policies and
• Receive customer queries and complaints, record and ensure timely resolution
• Receive and process all customer remittance instructions for processing at head office such as Telegraphic Transfer (TT) and Tanzania inter-Bank Settlement System (TISS)
• Inform and cross-sell the Bank’s range of products and services to
• Prepare balance confirmation letters
• Receive written communication from customers and other regulatory authorities
• Prepare and review required reports for submission to head office
• Act as custodian of assigned branch stocks, cards, cheque books, pin mailers as may be assigned and ensuring destruction of the same as per procedure
• Ensure effective adoption and utilization of risk management tools
• Inform the immediate supervisor of newly identified risks in existing work for mitigation and management purposes.
• Drive remediation of risk management exceptions identified during audit or risk
• Promote risk management culture
• Manage and monitor the branches g. cleanliness maintenance, stationaries and board rate screen etc.
• Perform any other duties as may be assigned by the immediate supervisor from time to time

• Bachelor’s degree in business management or any other related field
• A minimum of 1 year of working experience at Officer level