Customer Service Officer at UBA Bank Tanzania

Division: Operations
Department/Unit: Operation
Job Grade: Not specified
Reference Indicator: Not specified
Version No.: Not specified

JOB OBJECTIVES

• Responsible for maintaining regular contact with both new and existing customers to support routine account management activities. This includes ensuring that all customer accounts are properly documented and updated in accordance with organizational requirements.
• Additionally, the Customer Service Officer provides customers with clear and timely information to enhance their awareness and understanding of the bank's products and services, helping them make informed financial decisions.

DUTIES AND RESPONSIBILITIES

• Ensure effective and efficient implementation of bank-wide policies with respect to branch operations.
• Ensure effective and timely service delivery to customers.
• Maintain a customer-friendly disposition.
• Review account opening documents and ensure timely account opening.
• Ensure prompt turnaround time (TAT) in line with service levels.
• Prepare and render reports on time.
• Acknowledge MICR cheques issued on the system.
• Process customer cheque and card requests.
• Manage accounts and process account reactivation.
• Process standing instructions.
• Respond to reference letters in a timely manner.
• Print off-cycle customer statements.
• Ensure effective utilization of physical assets.
• Maintain up-to-date transaction registers.
• Ensure adequate controls over records.
• Ensure zero fraud/error rates.
• Render timely statements to customers.
• Provide referrals for newly opened accounts and provide debit cards (closed referrals).
• Perform dormant account activations at the branch to achieve an acceptable level.
• Ensure cross-selling of bank products, including MoneyGram, Western Union, agency banking, P.O.S, FX, etc.
• Ensure the Digital Banking Equipment Rate (LEO, Internet Banking, Mobile, etc.) is clearly communicated to all existing and new clients.
• Grow remittance volumes by recruiting customers for Western Union, MoneyGram, etc.
• Sell VPP and prepaid cards.

KEY PERFORMANCE INDICATORS

• Maintenance of agreed TAT in line with defined service levels.
• Number of outstanding account-opening documentation items not duly completed by the designated officer.
• Number of customer complaints/customer satisfaction surveys as administered by SOWs, etc.
• Cheque book maintenance and accuracy.
• Audit and Inspection Report ratings of branches.
• Operational loss level.
• Adherence to Cash on Premises limits.
• Number of policy breaches/regulatory infractions.
• Number/value of branch fraud cases.
• Dormant account activations.
• Rise in Digital Banking Equipment Rate.
• Cross-selling of bank products.

JOB REQUIREMENTS

Education

• Degree with a minimum of Second Class (Lower Division) or its equivalent from a recognized and accredited university.
• Applicants must also possess a minimum of five (5) O'Level credits obtained in not more than two sittings, including credit passes in Mathematics and English Language.

KEY COMPETENCY REQUIREMENTS

Knowledge

• Good knowledge and understanding of banking operations.
• Good product knowledge.
• Good understanding of customer services.
• Good understanding of the operational, credit and regulatory risks facing the business.
• Good control sense.

Skills/Competencies

• Excellent customer service orientation.
• Smart appearance.
• High level of integrity.
• Good communication skills.
• Selling skills.
• Basic product knowledge.
• Attention to detail.
• Good interpersonal skills.
• Fast and error-free processing.
• Problem-solving abilities.

REPORTING RELATIONSHIPS

• Functionally reports to: Customer Service Manager.
• Administratively reports to: Same as above (Customer Service Manager).