Customer Service Officer

Customer Service Officer at UBA

Job title: CUSTOMER SERVICE OFFICER

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. This includes ensuring that all customer accounts are properly documented and updated in accordance with organizational requirements. Additionally, I provide 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 tpo 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.

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

Skill/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

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