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Customer Service Officer


We are happy to announce a job opening particularly those with passion and enthusiasm about the vacancy and are interested in growing their career with the Bank.

Vacancy Title:  Customer Service Officer

Reports to      :  Branch Manager

Department   :  Products & Channels

Location         :   Bweyogerere Branch

Job Summary: To build, cultivate and support business relationships with potential/existing customers and translate those relationships into profitable business for the Bank.

Key Duties & Responsibility:

  • Source new business both digital banking and insurance from walk in clients within   the bank.
  • Contribute to the formulation and implementation of strategies necessary to reactivate dormant /inactive accounts and sustain existing accounts.
  • Identify customer needs and proactively seek to provide products/ services to meet the identified needs.
  • Receive customer instructions, enquiries such as Standing Order, Instant Statement, Stopped Cheque/Account, Safe Deposit applications and deliver them to relevant staff for processing.
  • Build and consolidate pleasant relationship with the bank’s customers and maintain good disposition towards all customers to ensure the Bank retains the existing accounts.
  • Liaise with bank staff to facilitate customer service delivery and to reduce service delivery bottlenecks.
  • Regularly contact customers via telephone calls to obtain feedback on service quality and customer satisfaction levels.
  • Always contact customer timely to pick their ATM cards and cheque books when delivered at the branch.
  • Attend to all customer inquiries/requests; guide customers and liaise with the different functions to ensure customer satisfactions.
  • Identify service improvement opportunities through interaction with customers and communicate improvement recommendations to the relevant functions.
  • Manage access to the Customer Service desk such that access is restricted to prospective account holders and customers to prevent leakage of information to strangers.
  • Ensure timely resolution of customer complaints and issues.
  • Assist customers in the account opening process based on compliance and KYC procedures.

Minimum Education Qualification: First degree  in any field or its equivalent in any relevant discipline.

Work Experience: A minimum of 2 years relevant work experience in a banking industry.

Required Competencies (Knowledge, Skills & Abilities):

  • In-depth knowledge of the bank’s products and services in relation to the competition.
  • Relationship management/ marketing/networking Skills
  • Problem solving skills.
  • Result Orientation with high levels of analytical Thinking.
  • Relevant communication skills with a Professional disposition.
  • Understanding of basic electronic banking trends and developments
  • Highly Customer Centric, has empathy for the customers situation
  • Works accurately and with eye for detail

Note: Deadline for this job posting is 15th August 2022 at 5:00pm  and Only shortlisted candidates will be contacted


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