(01) Commercial Client Care

ECOBANK CAMEROUN S.A. is recruiting
(01) Commercial Client Care
ready to work across the national territory. The position is based in Douala
Job Grade : 3C – Job Level : 4
NATURE OF CONTRACT
Permanent Contract

JOB PURPOSE

To ensure coordination of all Commercial client customer care / support issues in order to improve service delivery and maximize revenues

To ensure post-sales implementation of Electronic Banking, collections, payments, liquidity management and trade solutions
To act as an interface between the client and internal teams for efficient service delivery of all Commercial Bank products
To ensure all post transactions requirements are compliance: Apurements, Defferal, …

KEY RESPONSABILITIES

Client Care
To be proactive in order to anticipate on customer service issues and provide adequate solution

To handle customers’ requests, enquiries and complaints related to the delivery and usage of Electronic Banking, Cash Management, Trade, Supply Chain Management and Loan products for Commercial Bank customers in the most efficient and cost-effective way using appropriate technology and tools whilst identifying and resolving service gaps.

To formulate recommendations to business Head to enhance service delivery and customer service quality

To ensure that all manual/electronic instructions or transactions received from clients are duly authenticated and processed as per SLA

To ensure speedy and accurate resolution of all customers’ complaints as per SLA
To work with Commercial team to ensure that customers needs are identified and met
To maintain a daily log of all enquiries and customer complaints
To perform periodic customer satisfaction survey
To achieve key customer satisfaction indicators set by Group Commercial Bank Head
To generate daily, weekly and monthly client care activities reports

KEY RESPONSABILITIES

Post-sales Implementation
To work with Commercial Banking Products team to assist with the implementation of Electronic Banking Cash Management and Trade solutions including developing customer training materials, operating procedures, etc.

To ensure that requirements for product / service implementation are provided by customers

To ensure that all subscription forms are completed, and related service contracts duly signed

To ensure that all cash management & trade related transactions (transfers, cash & cheque deposits, bills discounting, avalized bills, LCs opening, documentary collections, guarantees, etc.) are processed with speed and accuracy as per SLA

To ensure that monthly subscription fees and transaction fees are debited from customers’ accounts as per agreement
To maintain a log of all issues experienced by clients related to products usage
To generate weekly customer service issues report
Others
To ensure all interactions (via letters or emails) with customers are well protected and conserved
To ensure all correspondences received or sent in the Unit are well directed and the responses sent within the required SLA
Understand and live with bank values and CX principles
Head Commercial Bank
Experience & Qualifications
REPORTING LINE

JOB PROFILE

Degree in Banking, Marketing, Economic or related field of study.
1 to 2 years of previous experience required.
Knowledge of banking products and operations, trade products, deposits, and other liability instruments.
Highly self-motivated& detail oriented.
Bilingual speaking (English/ French) is an advantage

JOB PROFILE

Skills & Capacities
Maintain close relationship with Commercial Banking Products and IT & OPS teams to ensure optimum client service;

Follow up on clients to ensure that solution sold and implemented match customer’s expectations; Initiative and problem-solving skills (searching for client information and analyzing needs to better serve customers);

Strong Sales, Customer Focus and continuous interface;

Strong interdepartmental and interpersonal skills, written and verbal skills as well as high customer service ethic and responsibility;

Cooperative working style and strong communication skills are required, in order to develop and maintain effective working relationships both externally and internally, with colleagues on the ground in the affiliate.

Result driven team player;
Well organized and structured person.

Strong integrity, flexible, and sensitive to client culture

Ability to work under pressure, multitask and meet tight deadlines
Pro-activity and creativity

APPLICATION PROCESS

Please submit your CV and motivation letter to ECM-Recruit@ecobank.com,
latest Febuary 03rd, 2023 at 5pm prompt, with the subject « Commercial Client Care »

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…

Warning:

The Use of this title does not indicate any limitation on your duties or job function, and you may be assigned to different duties or asked to carry out additional duties from time to time.
Visit our website at www.ecobank.com