Customer Service Officer

Kariakoo Branch · Dar es Salaam, Ilala

Job Purpose

 Perform customer service delivery activities at branch level to ensure customer satisfaction and customer retention.

Key Responsibilities/Tasks

 Customer Management:

• Guide the customer in completing Bank’s standardised forms e.g. account opening and closing forms etc. and submitting them for processing
• Process and input customer instructions in line with Bank’s policies and procedures
• Receive customer queries and complaints, record and ensure timely resolution

 Operations:

• Receive and process all customer remittance instructions for processing at head office such as Telegraphic Transfer (TT) and Tanzania inter-Bank Settlement System (TISS)
• Inform and cross-sell the Bank’s range of products and services to customers.
• Prepare balance confirmation letters as required
• Receive written communication from customers and other regulatory authorities

 Reporting:

• Prepare and review required reports for submission to head office

 Records Management:

• Act as custodian of assigned branch stocks, cards, cheque books, pin mailers as may be assigned and ensuring destruction of the same as per procedure
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 Risk Management:

• Ensure effective adoption and utilization of risk management tools
• Inform the immediate supervisor of newly identified risks in existing work for mitigation and management purposes
• Drive remediation of risk management exceptions identified during audit or risk reviews
• Promote risk management culture

 Administration:

• Manage and monitor the branches e.g. cleanliness maintenance, stationaries and board rate screen etc.
• Perform any other duties as may be assigned by the immediate supervisor from time to time

Skills, Knowledge and Abilities

• Negotiation skills
• Knowledge of Microsoft Applications
• Knowledge on various banking products
• Communication Skills
• Problem Solving Skills
• Interpersonal Skills

Academic / Professional Qualifications

• Bachelor’s degree in Business Management or any other related field

Work experience required

• A minimum of 2 years experience on the same role

Apply Now

Send your Cv or resume to recruitment@imbank.co.tz

Submission Deadline: 20/11/2022