Banking Jobs – Branch Customer Service Consultant – Centenary Bank
Job Title: Branch Customer Service Consultant
Organization: Centenary Bank
Duty Station: Kampala, Uganda
Reports to: Branch Manager (Administratively) and then Customer Service Manager (Functionally)
About US:
Centenary Bank is the leading Commercial Micro Finance Bank in Uganda serving over 1,300,000 clients (a quarter of the banking population) in 58 branches spread countrywide. We are one of Uganda’s top three financial organisations, employing more than 1,900 people. Joining Centenary Bank is an opportunity to use your skills and experience in tackling real world problems.
Job Summary: The Branch Customer Service Consultant will be responsible for implementing the customer service standards and operating procedures, supervising the front line tellers / officer during their operations and activities at the branches.
Key Duties and Responsibilities:
- Supervise the performance of front line officers to confirm that they deliver quality customer service, support the Branch manager to schedule the front line teller breaks and observe their interaction with the clients that they serve.
- Supervise the banking queue system so that customers are served in the most efficient manner and that there is limited disruption in the banking hall / lobby.
- Review comments and feedback submitted by customers in the service suggestion box to ensure that any issues that are communicated are addressed and any gaps highlighted are addressed by the customer service team at branch level / head office as appropriate.
- Support and train front line tellers by sharing product knowledge on Bank products and reviewing any changes to products thus ensuring that customers are given accurate information on all products available to them.
- Prepare weekly and monthly reports for the branch managers and the customer service office at headquarters, clearly indicating customer service issues, solutions that have been implemented to address them and issues that require follow up, to track customer service levels.
- Coordinate Customer Experience Surveys at the branch and participate in the customer service team success by providing constructive feedback that contributes to the employee of the month award (scheme)
Qualifications, Skills and Experience:
- The ideal candidate for the Centenary Bank Branch Customer Service Consultant job placement should hold a Bachelor’s degree in any Discipline
- At least three years of banking officer experience over the different areas /desks within the different segments of banking operations
- Creativity in problem solving
- People management and interpersonal skills
- High Level of Integrity
- Superior communications skills (Verbal and Written)
- Excellent negotiation skills
- Team player
- Report writing skills
- Flexibility to be deployed at any branch in the Bank network
- Ability to stand for long hours
- Age: Below 30 years
Note: Pass degrees are not eligible
How to Apply:
All candidates who desire to join Centenary Bank should send their applications by following the instructions below; downloading an application form for employment, download here, filling it and enclosing an application letter, Curriculum Vitae (CV) with three professional referees and copies of academic testimonials/certificates and send the application to:
General Manager Human Resources, Centenary Bank, P.O. Box 1892 — Kampala, Uganda.
Note: While we thank all applicants for your interest. Only shortlisted applicants will be contacted. Only shortlisted applicants will be contacted.
Deadline: 5th March 2018 by 5:00pm
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