EcoBank is recruiting customer service officer

 The position is based 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 RESPONSIBILITIES
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 check books and confirmations are booked properly and promptly on the system
- Advice customers as soon as check 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:
- Customer Service Manager of the Branch
- Branch Operations supervisor
SKILLS & EXPERIENCE
- Bachelor's Degree / HND / License 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 May 22
nd, 2023 at 5pm prompt, with the
subject “CUSTOMER SERVICE OFFICER”
NB: Only applications matching with the desired profile will be contacted