(02) Customer Service Officers

PUBLIC Ecobank La Banque Panafricaine

RECRUITMENT : INTERNAL & EXTERNAL ECOBANK CAMEROUN

S.A. is recruiting two (02) Customer Service Officers based in Garoua and in Douala. 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

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 September 3rd, 2021 at 5pm prompt, with the subject « CUSTOMER SERVICE OFFICER »

NB: Only applications matching with the desired profile will be contacted. PUBLIC