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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

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