Customer Service Officer

With 75 years of experience, World Vision's focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith. Come join our 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type: Local - Fixed Term Employee (Fixed Term)

Job Description

(10%) Data Entry

• Ensure accurate data entry where Tablet fails.
• Ensure approval documents are in place for manual data entry.
• Supervise & Confirm Mobile change & ATM registration at the Business Center.
• Customer satisfaction.
• Problem solving.

(20%) Banking Activities

• Register the bank pay in slips and issue receipts to the respective clients.
• Initiate cheque payments, and submit to central process.
• Does Bank reconciliation.
• Acknowledges bank correspondence.
• Sends disbursement sheet to Central processing center.
• Physically confirm clients during disbursement, and reports any missing or problematic clients to central processing personnel.

Efficiency 20% - Payments and Petty cash management

• Petty cash reimbursement, disbursement as per policy.
• Effect cash and cheque payments as per authorized, approved or request voucher.
• Ensure payment of services delivery agents/partners e.g. bills, contractors, labour wages if any.
• Purchases of office items e.g. water, sugar, tea bags, utensils e.t.c.
• Efficiency.

Customer Service 15%

• Attends customer inquiries.
• Promotes/markets Savings.
• Directs customers to respective officer or right channel.
• Monitors/attends customers’ ATM usage.
• Register and solve customers’ compliances.
• Pass right information to customers.
• Issues marketing tools such as fliers to customer.

Reports 10%

• Reports to Business Center Manager any reported loss of ATM Card, Mobile Line by the client.
• Reports to disbursement officer Missing or problematic clients on the disbursement.
• Report delivery and loss of assets.

Savings Mobilizations 15%

• Mobilize, Market and sells savings to clients.
• Opens savings accounts.
• Ensure KYC of savings are approved by BCM.

(10%) Office Administration

• Keeps under safe custody all clients loan collaterals, files, documents and other valuable items.
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• Keep documents in hand under custody.
• Keep proper documentations of payments.
• Post and receive the Business Centre Parcels.
• Compile customer complaints and reports to Call Centre Manager.
• Does photo copy and printings.
• Keeps business center stationery.
• Safety and reputation/ image.

KNOWLEDGE, SKILLS AND ABILITIES

List education, knowledge & skills, licenses preferred, and all experiences required to perform this position in a fully competent manner.

Minimum education, training and experience requirements to qualify for the position:

List academic, technical skills or other knowledge required as a minimum qualification for this position.

• Degree Holder in Accounting.
• Must have a clear understanding of data entry and technology.
• Very good knowledge and comfort dealing with financial information.
• Very good analytical & reporting skills.

List additional work experience required as a minimum qualification for this position.

• Proficient in Microsoft office application.
• Be a good leader.
• Very good communication and marketing skills (both written and verbal).
• Model and demonstrate effective Christian leadership and able to lead daily devotions.

CORE CAPABILITIES

Achieving Capabilities:

Achieving quality results & service. Practicing accountability & integrity. Communicating information effectively. Proven ability to prepare and report various deliverables on time.

Thinking Capabilities:

Thinking clearly, deeply and broadly. Understanding the Humanitarian Industry. Understanding World Vision’s mission and operations. Practicing innovation and change. Leads and manages change process. Able to identify key strategic and market focuses for VFT. Proven problem solver who shows both leadership and delegating skills.

Self-Managing Capabilities:

Demonstrating Christian values in life and work. Learning for growth and development. Maintaining work/life balance and effectiveness. Should demonstrate maturity and provide strong spiritual leadership. Continually improving and developing new skills. Should be a role model for other staffs in work/life balance.

Relational Capabilities:

Building collaborative relationships. Practising gender and cultural diversity. Influencing individuals and groups. Able to develop strong VFT relationships and Clients. Builds strong teams work. Able to manage the multiple relationships of Staff and Central Processing Centre.

Applicant Types Accepted: Local Applicants Only