ECOBANK CAMEROUN S.A. is recruiting Customer Service Officers ready to
work across the national territory.
The positions are based in Ngaoundéré, Garoua & Bamenda.
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
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.
KEY RESPONSABILITIES
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.
Self-Development & Teaming
- 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
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 August 13th, 2024, at 5pm prompt, with the subject
NB: Only applications matching with the desired profile will be
contacted.
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