ECOBANK CAMEROUN S.A. is seeking Customer Service Officers to join our team across the country.
- Locations: Ngaoundéré, Garoua & Bamenda
- JOB GRADE: 4 / JOB LEVEL: 3C
- CONTRACT TYPE: Permanent
POSITION SUMMARY
Enhance customer satisfaction by effectively promoting products and delivering exceptional service within established timelines, leading to increased customer value and engagement.
PRIMARY DUTIES
Sales & Service Management
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Efficiently provide services such as account opening, checkbook issuance, card services, inquiries, check processing, and drafts, ensuring a positive customer experience and adhering to service level agreements (SLAs).
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Offer customers informed advice, guidance, and referrals on banking products and services. Encourage the adoption of electronic channels, aiming for 75% sign-up among branch customers. Actively participate in product campaigns and achieve sign-on goals.
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Cultivate strong relationships within the branch to ensure exceptional customer experiences. Collaborate with branch and sales officers to meet sales and customer retention objectives. Aim to achieve an average of 5 products per customer.
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Proactively transition customers to digital channels to enhance their banking experience.
Customer Service
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Consistently achieve a minimum customer service rating of “very satisfied.”
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Take ownership of customer inquiries and complaints, escalating them to a supervisor in a timely manner when necessary.
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Ensure accurate and prompt recording of cheque books and confirmations in the system. Inform customers promptly when cheque books, cards, etc. are ready for collection.
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Efficiently handle customer requests for products, statements/balances, address changes, account reactivations, and other account-related inquiries.
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Assist customers in utilizing electronic banking products
Key Responsibilities
Professional Growth & Collaboration
- Continuously develop knowledge of bank products, foreign exchange, interest rates, and economic trends.
- Provide support to colleagues during absences or high-volume periods.
Risk & Compliance
- Adhere to all internal and external regulations and policies.
- Ensure the accuracy and completeness of account opening documentation, adhering to Know Your Customer (KYC) procedures, and conduct regular reviews.
- Protect bank assets, including confidential documents and security items.
- Meet or exceed the acceptable performance rating for Anti-Money Laundering and Counter-Terrorist Financing (AML/CTF) risk assessment.
- Undertake additional tasks as assigned.
Reporting To
- Branch Customer Service Manager
Qualifications & Experience
- Bachelor’s degree or equivalent in Banking, Finance, or a related field.
- A minimum of two years of experience is preferred.
Skills & Competencies
- Customer service orientation
- Strong interpersonal skills
- Excellent communication abilities
- Collaborative team player
- Ability to follow instructions and procedures
- Sound decision-making and problem-solving skills
Application Process Please submit your CV and cover letter to [email protected] no later than August 13th, 2024 at 5:00 PM, with the subject line “CUSTOMER SERVICE OFFICER.”
Note: Only applicants whose profiles align with the requirements will be contacted.
