The positions are based in Ngaoundéré, Garoua & Bamenda.
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. KEY RESPONSIBILITIES 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. Self-Development & Teaming 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 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
Please submit your CV and
motivation letter to
ECM-Recruit@ecobank.com
attest August 13th, 2024,
at 5pm prompt, with the subject
“CUSTOMER SERVICE OFFICER”
APPLICATION PROCESS
NB: Only applications matching
with the desired profile will be contacted