(01) Customer Service Officer based in Yaounde

PUBLIC
RECRUITMENT : INTERNAL & EXTERNAL
ECOBANK CAMEROUN S.A. is recruiting a (01) Customer Service Officer based in Yaounde.
Job grade : 4 ……………………………………Job level : 3C
Nature of Contract :
Permanent Contract

JOB PURPOSE:
Satisfy customers through effective product sales and excellent service delivery within SLA for increased customer profitability and share of wallet.
KEY RESPONSABILITIES
Sales & Service Management

• Deliver services including account opening, check book, cards, enquiries, checks and drafts etc. to customers in a courteous manner and within SLA.
• Provide appropriate banking and product advice, guidance and referrals to customers.
• Cross sell electronic channels to customers to achieve 75% sign up of branch customers.
• Support all product campaigns and achieve sign-on targets.
• Build effective relationships in branch to ensure effective delivery of customer experience.
• Support branch and sales officers in achieving its sales and customer retention goals.
• Achieve 5 products per customer
• Actively migrate customers to digital channels for a better experience
  Customer Service
• Achieve minimum customer service rating of ‘very satisfied’
• Own customer queries and complaints and where these are not resolved refer timeously to supervisor.
• Ensure cheque books and confirmations are booked properly and promptly on the system
• Advice customers as soon as cheque books, cards etc are ready for collection.
• Deal efficiently with customer requests for products, statements/balances, change of address, account reactivation
  and any other requests for information on accounts.
• Assist customers to use electronic products.
  Self-Development & Teaming
• Remain up to date on all bank product programs, FX, interest rates and economical challenges in the environment.
• Provide cover for other Customer Service Officers in case of absence or workload
  Risk & Compliance
• Ensure compliance with all Group and regulatory policies and laws.
• Ensure accuracy of all account opening documents and effectively follow KYC procedures.
• Carry out monthly proofing.
• Ensure safeguard of bank documents and security items.
• Achieve ARR rating of ‘Acceptable’.
• Perform all other duties as reasonably assigned
  REPORTING:
  PUBLIC

PUBLIC
Customer Service Manager of the Branch
Customer Experience Design, Insights & Service Delivery Manager
SKILLS & EXPERIENCE

• Bachelor’s Degree / HND / Licence in Banking, Finance or any related.
• An Experience of at least 6 consecutive months in Ecobank Customer Service would be a bonus
• 
  MANAGEMENT & CAPACITIES
• Customer Service
• Interpersonal Skills
• Good Communication
• Teamwork and Cooperation
• Following Instructions & Procedures
• Decision Making & Supervising
• 
  APPLICATION PROCESS
  Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest February 28th, 2022 at 5pm prompt, with the subject « CUSTOMER SERVICE OFFICER »
  NB: Only applications matching with the desired profile will be contacted.
  PUBLIC