ECOBANK CAMEROON S.A is seeking Customer Service Officers willing to work nationwide.
The roles are located in Ngaoundéré, Garoua & Douala.
Grade: 4 – Level: 3C
JOB OBJECTIVE
To ensure customer satisfaction by promoting product sales and delivering exceptional service within agreed service level agreements (SLA), aiming to enhance customer profitability and increase share of wallet.
KEY RESPONSIBILITIES
Sales & Service Management
- Provide services such as account opening, issuing checkbooks and cards, handling inquiries, processing checks and drafts, etc., to customers in a polite manner and within the agreed service level agreements (SLA).
- Offer appropriate banking advice, guide customers on product options, and refer them to suitable services. Promote electronic channels to customers, aiming for a 75% adoption rate among branch customers. Actively support all product campaigns and meet sign-up targets.
- Cultivate strong relationships within the branch to ensure exceptional customer experiences. Assist branch and sales officers in meeting sales targets and retaining customers. Aim for an average of 5 products per customer.
- Proactively encourage customers to transition to digital banking channels for enhanced convenience.
Customer Service
- Maintain a minimum customer service rating of ‘very satisfied’.
- Take ownership of customer queries and complaints; escalate unresolved issues promptly to supervisors.
- Ensure accurate and timely processing of checkbooks and confirmations in the system. Inform customers promptly when their checkbooks, cards, etc., are ready for collection. Handle customer requests efficiently, including product inquiries, account statements/balances, address changes, account reactivation, and any other account-related information.
- Assist customers in utilizing electronic banking services effectively.
Self-Development & Collaboration
- Stay informed about all bank product programs, foreign exchange (FX), interest rates, and economic challenges in the operating environment.
- Provide support for other Customer Service Officers during absences or periods of high workload.
KEY RESPONSIBILITIES
Risk & Compliance
- Adhere to all Group and regulatory policies and laws to ensure compliance.
- Ensure accuracy in account opening documentation and diligently follow Know Your Customer (KYC) procedures. Conduct monthly account proofing.
- Safeguard bank documents and security items effectively.
- Maintain an Acceptable ARR (Account Review and Reporting) rating.
- Carry out any other duties as reasonably assigned.
REPORTING
- Reports to the Customer Service Manager of the Branch and Branch Operations Supervisor.
JOB PROFILE
- Bachelor’s Degree / HND / License in Banking, Finance, or a related field.
- Previous experience of at least 2 years is advantageous.
SKILLS & EXPERIENCE
- Customer Service
- Interpersonal Skills
- Effective Communication
- Team Collaboration
- Adherence to Instructions & Procedures
- Decision Making & Supervisory Abilities
APPLICATION PROCESS
To apply, please send your CV and a motivation letter to ECM-Recruit@ecobank.com by April 16th, 2024, at 5 pm sharp. Use “CUSTOMER SERVICE OFFICER” as the subject line.
Note: Only candidates meeting the specified criteria will be contacted.
Ecobank Cameroon is committed to equal opportunity employment and does not discriminate based on gender, religion, ethnicity, physical ability, etc.
Bonjour à tous, je suis intéressée par l’offre d’emploi car il a trait avec l’activité que j’exerce actuellement.