Job grade : 4
Job level : 3C
Nature of Contract : Permanent Contract
JOB PURPOSE:
Satisfy customers through effective product sales and excellent service delivery within SLA for increased customer profitability and share of wallet.
KEY RESPONSABILITIES
Good Communication Teamwork and Cooperation Following Instructions & Procedures Decision Making & Supervising
APPLICATION PROCESS
Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest September 3rd, 2021 at 5pm prompt, with the subject « CUSTOMER SERVICE OFFICER »
NB: Only applications matching with the desired profile will be contacted. PUBLIC
Job level : 3C
Nature of Contract : Permanent Contract
JOB PURPOSE:
Satisfy customers through effective product sales and excellent service delivery within SLA for increased customer profitability and share of wallet.
KEY RESPONSABILITIES
- Sales & Service Management Deliver services including account opening, check book, cards, enquiries, checks 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 experience.
- Support branch and sales officers in achieving its sales and customer retention goals.
- Achieve 5 products per customer Actively migrate customers to digital channels for a better experience
- Customer Service Achieve minimum customer service rating of very satisfied
- Own customer queries and complaints and where these are not resolved refer timeously to supervisor.
- Ensure cheque books and confirmations are booked properly and promptly on the system
- Advice 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. Self-Development & Teaming Remain up to date on all bank product programs, FX, interest rates and economical challenges in the environment.
- 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.
- 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 REPORTING: PUBLIC
- Customer Service Manager of the Branch Customer Experience Design, Insights & Service Delivery Manager
- Bachelor’s Degree / HND / Licence in Banking, Finance or any related.
- An Experience of at least 6 consecutive months in Ecobank Customer Service would be a bonus
- Customer Service Interpersonal
Good Communication Teamwork and Cooperation Following Instructions & Procedures Decision Making & Supervising
APPLICATION PROCESS
Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest September 3rd, 2021 at 5pm prompt, with the subject « CUSTOMER SERVICE OFFICER »
NB: Only applications matching with the desired profile will be contacted. PUBLIC
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