Job Summary:

• Delivering a high level of service through keeping a harmonious relationship with customers.
• Accord customers with proper information regarding banks products and services

Job Details

KEY RESPONSIBILITIES:

• Responding to all customer queries related to bank’s products and service
• Ensure smooth service delivery across the branch
• Queue management
• Matching appropriate products to customers’ needs
• Report all issues affecting service delivery

DAILY RESPONSIBILITIES:

• Receiving customer queries and take quick action to resolution and / or forwarding to the appropriate person for resolution.
• Proper follow up on escalated customer queries and complaints to ensure accurate and on time resolution
• Accurately record all customer complaints in complaints register.
• Make sure the customers are contacted for feedback on their requests and complaints.
• Provision of account balances
• Promptly attending to telephone calls, maintaining efficiency, and
  satisfying the caller. Ensuring messages are passed on and returning
  calls where necessary.
• Pin Mailer handling – issuance, usage demonstration, and replacement and ATM lobby management.
• Account statement request processing and issuing.
• To receive all the incoming mails and keep records.
• Retain existing customers by building customer loyalty through customer interactions.
• Ensure cleanliness and tidiness of the Banking Hall.
• Queue management and notices display
• ATM card and cheque book ordering
• Prepare and submit customer service reports on time

MINIMUM POSITION QUALIFICATION AND REQUIREMENTS:

• Bachelor’s degree – Business Related
• Master’s Degree is an Added Advantage
• A minimum of 4 years’ experience in the role