Purpose
The role holder ensures customer service delivery levels are as per the Bank’s prescribed standard, customer satisfaction and retention
Primary Responsibilities
Receive, verify, Authenticate, call back and processing thereof of all instructions delivered at the branch. Eg RTGS, TT, FDR, Forex conversions, stop payments, Treasury Bills, cheque book requests, card applications.
Preparing audit confirmations, certificate of balance, interest certificate and opinion letters for customers.
Ensuring the completion of all Account opening Documentation and following up on deficiencies
Facilitating customers’ access to lockers
Attending to walk-in customers enquiries on account opening and products so as to maximize conversion of enquiries to sales
Responding to all written and oral complaints and enquiries received from customers.
Handling of internal mail
Cross-selling the Bank’s range of products and services to existing and new customers and acquire new active accounts/Business.
Ordering of cheque books and cards as per customer specification.
Safe custody and management of Cards and cheque books
Collection of All service charges as per bank tariff to ensure Nil income leakage.
Person Specifications
Academic Qualifications
Bachelor’s Degree in Business, Banking or related field.
Work Experience
At least one (1) year relevant experience in a similar role in a similar sized organization.
Skills & Attributes
Planning & Organizational skills.
Analytical skills and attention to detail.
Strong oral and written communication skills.
Interpersonal skills to manage stakeholders at all levels.
Ethics and integrity
Excellent judgment and analytical abilities and impeccable integrity.
Strong commercial awareness and an ability to connect to business goals.
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