ECOBANK CAMEROUN S.A is recruiting a Customers Service Officers ready
to work across the national territory.
The positions are based in Ngaoundéré, Garoua & Douala
Job grade : 4 - Job level : 3C
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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.
KEY RESPONSABILITIES
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
- Customer Service Manager of the Branch
- Branch Operations supervisor
JOB PROFILE
SKILLS & EXPERIENCE
- Bachelor’s Degree / HND / Licence in Banking, Finance or any related.
- An Experience of at least 2 years would be a bonus.
MANAGEMENT & CAPACITIES
- Customer Service
- Interpersonal Skills
- 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 April 16th, 2024 at 5pm prompt
with the subject «CUSTOMER SERVICE OFFICER »
NB : Only applications matching with the desired profile will be
contacted
Ecobank Cameroon is an equal opportunity employer and will not discriminate on
the basis of gender, religion, ethnicity, physical ability, etc…
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