Job Title: Customer Service Officer
II. Job Objective:
The role of this position is to promote bank products and services, attained customers request and provides
Efficient and high quality service to customers as per the bank's policy, procedure, guideline and other pertinent
regulation. Therefore performing your job in high professional manner will contribute to achieve
Organizational vision and strategic objectives (i.e. Business growth, Operational excellence and Digitalization}
Ill. Key Job Duties and Responsibilities:
General Duties
Attained the customer request
Provide efficient and high quality service
Promote and sales banking product, service and channels
Specific Duties
Attends customer queries and complaints;
Delivers efficient and high quality service to customers;
Manage and maintain positive relationship with customer and staffs;
Enhance the banks image through pro-active handle customers and maximizes their satisfaction;
Signs on document and transaction tickets;
Comply strictly the regulatory standards, bank's policies, procedure and code of conduct:
Perform each tasks with the banks standards and delivery time;
Adhere strictly to compliance and operational risk controls in accordance with the bank's standards;
Identify and recruit prospect customers, and provide professional advise;
Works towards the achievements of the teams and individual task;
Promote the banks products, service and digital banking to the customers;
Participates in the resource mobilization activities;
Attend customer at counter properly with due respect;
Recruit customers, sales product, services and digital banking of the Bank;
Prepare cash and non-cash tickets/negotiable instrument;
Process cash and non-cash transactions,
Process customers' account opening, digital banking services request and perform cross selling
activities;
Process customer account closing and product service and channels termination;
Identifies, verify and scan customers' and authorized staffs' signatures;
Maintain Balance daily cash and non-cash tickets and physical cash against the respective
accounts;
Perform other related duties given by the supervisor.
Job Title: Senior Customer Service Officer
I. Job Objective:
The role of this position is to authorize transaction in line with the bank risk appetite and without compromising
the customer satisfaction. Handles the customer's request and provides efficient and high quality service to
Customers as per the MFIs policy, procedure, guideline and other pertinent regulation. Therefore preferring the
Professional manner will contribute organizational vision and strategic objective
II. Key Job Duties and Responsibilities:
The job holder's responsibilities include, but are not limited to:-
Handles the customer request
Provide efficient and high quality service
Checks and authorize transaction
Handles customer queries and complaints;
Delivers efficient and high quality service to customers;
1\/lanage and maintain positive relationship with customer and staffs;
Enhance the banks image handle customers and maximizes their satisfaction;
Countersign on document and transaction tickets;
Comply strictly the regulatory standards, bank's policies, procedure, code of conduct and practices;
Perform each tasks with the banks standards and timescales;
Adhere strictly to compliance and operational risk controls in accordance with the bank's standards:
Works towards the achievements of the teams and individual task;
Promote the banks products, service and alternative channels to the customers;
Participates in the resource mobilization activities.
Checks account opening and cross selling of alternative channels and services;
Perform other related duties given by the supervisor b./manager
Job title: - Branch Manager,
II. Job Objective:
The role of this position is to ensure the effectiveness or the branch sales and marketing
mobrltzcs
resources, expands branch accessibility through digital banking
Ill. Key Job Duties and Responsibilitis:
General Duties
and efficient and high quality customers in consistent manner in the branch at a I time as per the bank's policy, procedure, guideline
and other pertinent regulation. Therefore performing your job in high professional manner will contribute to achieve organizat1onal
strategic objectives.
./ Plans and manages the sales activities of i.e. branch; Plans and manages the customer services activities of the
branch, Selling of bank products, services and digital banking
./ Handles the customer request
./ Maintain relationship management with customers
./ efffective utilization of resources Specific Duties
../ Ensures customer queries and complaints properly handles;
./ r acllitate efficient and high quality service to customers:
./ Manage and maintain positive relationship with customer and staffs;
./ Promote new and existing banks products, service and activities,
Service provider digital banking to the customers;
./ enhance the banks image through pro-active handle customers and maximizes their satisfaction
./ ensures that all performer complv with regulatory standards, bank's
Policies, procedure and code of
conduct;
./ !:.nsure the fulfilment of overall tasks that have given to execute customer-focused service in the
to process:
Set team objectives, goals, and performance standards and facilitate team's alignment cascading;
Ensure that good relationship maintained with developmental partner and
Adhere strictly to compliance and operational risk controls in accordance with the bank's and
regulatory standards, policies and practices;
Countersigns on document and transaction tickets and approve payments;
Supervise the business activities in the branch.
Work closely with the branch teams in annual plan development,
Evaluates continuously the work of the t3rc1nch business team,
Motivate and coach the Branch Business team,
Prepare and implement periodic job rotation plan for the Branch business
team,
Ensure that all Branch transactions are processed accurately
and efficiently;
and goal
high value customers:
Responsible for management and maintenance of all bank products, services and digital banking,
Coordinate the marketing efforts of the bra rh,
[valuate µeriodically the
marketing and sales
plans,
Follow -up and rectify discrepancy reporteo by Internal
auditors,
/\nalyLe needs, asses the capacities of staff, and propose continuous education
(e g training plan, TO
r,
seminars),
Creates conducive working environment for the customers and staff,
engage fully in the resource mob lizat.on acuvrues
Authorizes transactions;
Ascertains that all transactions are authorized on same date as
per the standard
Keeps cash indemnity savings account passbook of the officer and updates the balance on the system
monthly,
Manages and approve transactions on inactive current accounts as
required,
Measure Branch Business staffs' performance panodrcallv,
E:nsure effective and proper utilization of resources;
Ensure all document related to credit and international
the respective departments;
banking are
properly and
timely torwaroeo to
Insures all loan request of customers are properly and timely forwarded to the respective deoartrneu«
as per credit procedure;
,1 Handle correspondences,
./ Prepares reminder to the customer or take action for those customers write a
Sufficient balance as per NBE directive and report to Branch Banking;
./ Perform o:her related duties given by the
supervisor.
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