(01) Customer Service Officer

ECOBANK CAMEROUN S.A is recruiting
(01) Customer Service Officer
based in Douala.
Jobgrade:4 – Joblevel: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

KEY RESPONSABILITIES

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

JOB SCALE

Reporting to:
Customer Service Manager of the Branch
Customer Experience Design, Insights & Service Delivery Manager

JOB PROFILE

Skills & Experience
Bachelor’s Degree / HND / Licence in Banking, Finance or any related. An Experience of at least 2 years 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 August 19th, 2022 at 5pm promptwith the subject « CUSTOMER SERVICE OFFICER »
NB: Only applications matching with the desired profile will be contacted
Ecobank Cameroon is an equal opportunity employer and will not discriminate on the basis of gender, religion, ethnicity, physical ability, etc…
Visit our website at www.ecobank.com