Job Purpose:

• To attract potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction. Includes protecting the bank’s image and contributing to the achievement of the bank’s overall goals and objectives.

Job Responsibilities:

 Customer services

• Provide splendid customer services to customers in a friendly and courteous manner at all times
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
• Open new bank accounts according to laid down rules and guidelines
• Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Establish and promote affectionate relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Channel complex customer complaints and challenges to the right quarters for effective resolution
• Executing of customer’s transactions and maintain proper records for audit trail within the TAT.
•  Comply with all bank policies, procedures, code of conduct, guidelines/fraud monitoring guidelines, and CBO, AML, CFT & CAM regulations.

 Product knowledge & cross selling

• Have sufficient knowledge about the banking products and services and respond to all inquiries accordinG
• Inform and suggest new banking products to customers
• Provide information to customers on their account status and account balances
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Participate in marketing and awareness campaigns in the bank to create an enlarged customer base.

 Other tasks

• Identify opportunities to contribute to organisational and departmental change initiatives, programmes and
• projects taking into account best practice and standards in the business environment.
• Perform other related duties or assignments as directed.

• Essential (E): Bachelors in Accounting, Finance, Banking, business administration or any related field.

Knowledge & Skills:

• Product knowledge, quality focus, & market knowledge
• Analysis, problem solving, & organizational skills
• Adaptability, ability to work under pressure
• Familiar with iMAL systems and practices
• Customer service
• Banking core system /Microsoft windows 
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Documentation skills
• Resolving conflict, multitask, patience, & negotiation
• Positive attitude, attention to detail, & people oriented
• Adaptability, ability to work under pressure
• Computer skills