Customer Service Officer II Full Time NEW

Purpose of the Job:

To enhance customer satisfaction by serving them with due care and maximum efficiency, and promote the Branch’s resource mobilization effort by cross-selling the Bank’s products.

Main Duties and Responsibilities:

• Collect and deliver cash from and to the ‘Till’ Administrator.
• Receive and pay cash from customers after proper identification, verification,n and posting transactions.
• Perform account opening and closing, receive applications for and set up Sweep, Standing Order, Amendments, Refund, and Revokes.
• Prepare and issue cheque books and passbooks, and provide bank statements for customers on request.
• Check and countersign vouchers, process standing instructions, accept stop payment orders from customers, and obtain supervisor approval.
• Send credit summary and outward cheques to Head Office, and perform special (RTGS) and bulk cheque clearance activities.
• Assist customers at the counter in filling forms, opening new accounts, transferring forms, and collecting payments.
• Exchange notes and coins for customers, and sort, arrange,e and wrap notes by denominations in bundles of hundreds.
• Sort daily tickets, take run-ups to check againstthe summary total, check and balance physical cash with the Branch Till Administrator, and journalize daily transactions.
• Collect and validate Original Payment Instruments against the System, collect deposits of cheques and other financial instruments, and prepare and issue Payment Instruments.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Identify and review accounts to be closed, receive requests to close account and follow the steps within the system prompts to close the accounts and bring them to a zero balance to get the accounts flagged as closed.
• Receive customer complaints or inquiries, resolve issues within one’s scope of authority, or answer queries, and refer unresolved customer grievances to the Customer Service Supervisor for further investigation.
• Educate customers about the Bank’s products whenever opportunities allow for this and without damaging service delivery performance.
• Record potential sales leads and refer or route to an account manager/relationship manager.

Qualification:

• Bachelor’s degree in Accounting, Management, Economics, or related fields.

Experience:

• Two years of related Banking experience.
• IFB training Certification is advantageous.

Duty station:

• Addis Ababa, Jigjiga, Sherkole (Benishangul-Gumuz Region)