The Service Delivery Officer Position is a great example and its role is key to the Bank.
Reporting to the Service Delivery Manager, the Service Delivery Officer will be actively involved to deliver excellent services to our clients while achieving operational efficiency with the utmost level of consistency and quality.
Duties
Relationship Management
Welcome customers and give warm transfers to relevant departments
Attend to customers’ general queries.
Actively source feedback from clients using various sources and compile reports from external surveys conducted.
To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty.
Complaints Management
Receive customer complaints and document the complains without fail.
Follow up on complaints to ensure they are resolved in time.
Communicate feedback to the client.
Help identify service gaps and suggest/ help put in place necessary corrective measures.
Ensure that all issues related to Customer Experience are assigned and closed on the Service Help desk in line with ensuring that established standards and Key Performance Indicators are applied and adhered to.
ATM Card & PIN Processing
Process of application forms promptly.
Inputting the client information on the system.
Dispatch of ATM cards and PINS.
Processing of card replacements.
Issuance of Statements.
Prompt issuance of clients’ statements on request.
Provide details of Customer balances as requested
Charging the relevant fees to clients’ accounts
Issue quarterly statements.
Cash Services
Accurately and efficiently make cash payments in a way that maximizes customer satisfaction, meeting daily transaction targets
Balance currency, coins, and cheques in cash drawers and calculate daily transactions
Cash cheques and payout money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
Receive cheques and cash for deposit, verify amounts and authenticity of currency, and check the accuracy of deposit slips. Examine cheques for endorsements and verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
Post customers’ transactions to record transactions and issue duly stamped receipts for the same and ensure daily balancing
Arrange monies received in cash boxes and coin dispensers according to denomination.
Preparing cash for repatriation
Batching together all entries and filing them.
Ensuring at close of the day the cash tallies to the system balances.
Account Opening
Conduct Know Your Customer processes as per policy
Input customer data into the system
File documents promptly
Facilitate account search application.
Interested candidates are requested to send their cover letter and CV to hr@rafiki.co.ke quoting the position applied for on the e-mail subject on or before 18th November 2021 at 5:00pm.Note: “Only shortlisted candidates shall be contacted”
Apply via :
hr@rafiki.co.ke
