Customer Service Officer at Ecobank Zambia Limited
JOB PURPOSE
Satisfy customers through effective product sales and excellent service delivery within SLA for increased customer profitability and share of wallet.
JOB CONTEXT
Deliver services including account opening, check book, cards, enquiries, checks and drafts etc. to customers in a courteous manner and within SLA.
KEY RESPONSIBILITIES
Sales & Service Management
- Provide appropriate banking and product advice, guidance and referrals to customers.
2. Cross sell electronic channels to customers to achieve 75% sign up of branch customers.
3. Support all product campaigns and achieve sign-on targets.
4. Build effective relationships in branch to ensure effective delivery of customer service.
5. Support the Branch Manager in achieving sales and customer retention goals.
6. Achieve 5 products per customer.
Customer Service
- Achieve minimum customer service rating of ‘very satisfied’
2. Own customer queries/complaints and complaints and where these are not resolved refer timeously to supervisor.
3. Ensure cheque books and confirmations are booked properly and promptly on the system
4. Advice customers as soon as cheque books, cards etc. are ready for collection.
5. Deal efficiently with customer requests for products, statements/balances, change of address, account reactivation and any other requests for information on accounts.
6. Assist customers to use electronic products.
Self-Development & Teaming
- Remain up to date on all bank product programs, FX, interest rates and economical challenges in the environment.
2. Provide cover for other Customer Service Officers in case of absence or workload.
Risk & Compliance
- Ensure compliance with all Group and regulatory policies and laws.
2. Ensure accuracy of all account opening documents and effectively follow KYC procedures.
3. Carry out monthly proofing.
4. Ensure safeguard of bank documents and security items.
5. Achieve ARR rating of ‘Acceptable’.
JOB PROFILE
Experience & Qualifications
- a) Bachelor’s degree in any relevant field
b) At least 2 years’ experience in customer service
Skills, Capabilities & Personal attributes
- a) Customer service oriented
b) Good Communication Skill
c) Following Instructions & Procedures
d) Interpersonal Skills
e) Teamwork and Cooperation
f) Decision Making & Supervising
g) Attention to details
Method of Application
If you meet the requirements and would like to be part of the Pan African Bank, please complete the questionnaire in the link and forward your updated Cover letter/CV to [email protected] no later than Wednesday, 26th February 2021.
Please note that only shortlisted candidates will be contacted.
