CUSTOMER SERVICE OFFICER at UBA

Division: Operations

Department/unit: OPERATION

Job Objective(s)

• Responsible for maintaining regular contact with both new and existing customers to support routine account management activities.
• Ensuring that all customer accounts are properly documented and updated in accordance with organizational requirements.
• Providing 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/efficient implementation of bank-wide policies with respect to branch operations.
• Ensure effective & timely service delivery to customers.
• Maintain customer-friendly disposition.
• Review account opening documents & ensure timely opening.
• Ensure prompt TAT in line with service level.
• Prepare & render reports timely.
• Acknowledge MICR cheque issued on the system.
• Process customer cheque & card requests.
• Account management & reactivation.
• Process standing instructions.
• Respond timely to reference letters.
• 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 the referrals for new account opened and provide debit card (closed Referals).
• Perform Dormant account activations at your branch to achieve acceptable level.
• Ensure Cross selling of bank Products is done i.e Money grammes, Western, agency banking, P.O.S, FX etc.
• Ensure Digital Banking Equipment Rate (LEO, Intenate banking, Mobile etc) is done clearly to all existing and new clients.
• Growth in Remittances volume by recruiting Western Union, Money Grammes etc.
• Sale of VPP, Pre paid cards.

Key Performance Indicators

• Maintenance of agreed TAT in line with defined service level.
nafasi za kazi
• Number of out standing account opening documentation not duly by designated officer.
• Number of customer complaint/customer satisfaction surveys as administered by SOW’s etc.
• Cheque book maintenance & accuracy.
• Audit and Inspection Report ratings of branches.
• Operational loss level.
• Adherence to Cash on Premises limits.
• Number of policy breaches/regulatory infractions.
• No./Value of Branch Frauds.
• Dormant account activations.
• Rise 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 products 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.
• Paying attention to details.
• Good interpersonal skills.
• Fast & error-free processing.
• Problem-solving abilities.

Reporting Relationships

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

How to Apply

Applications must be channeled through recruitment.tanzania@ubagroup.com

• Subject title must be Application for Customer Service Officer.
• Please attach your Cover letter, CV & all Academic Certificates.
• Only shortlisted candidates will be contacted.