Customer Service Officer job at I&M Bank

JOB DETAILS:
I&M Bank Uganda is a commercial bank headquartered at Kingdom Kampala with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:

JOB TITLE: CUSTOMER SERVICE OFFICER
LOCATION: KAMPALA
REPORTS TO: BRANCH MANAGER

JOB SUMMARY
To act as a back up to the Service Leader, directly supervise Tellers and ensure the provision of smooth and timely over the counter service delivery to excellent customers while adhering to Internal operational
controls, processes, and procedures.

KEY RESPONSIBILITIES
• Act as a deputy to the Service Leader.
• Communicate the unit’s goals to supervisees and ensure alignment of the unit’s activities with the Bank’s business objectives.
• Supervise tellers, and ensure they adhere to approved standards.
• Coordinate supervisees’ activities and ensure compliance with the Bank’s operating policies, controls and procedures.
• Prepare work schedules, access the vault and ensure the correct cash balance in the vault.
• Supervise cash sorting, cash management services and all teller activities and ensure that customers are attended to promptly and courteously.
• Ensure all tills are properly closed and are at zero for all Tellers.
• Balance all Tellers and ensure all data input is authorised before the close of business.
• Authorise Teller transactions in real time.
• Confirm Treasury in deposits before lodging them to reserve/Vault.
• Review all Teller transactions (call back) to ensure they are free.
• Ensure all registers are updated and reviewed by branch management.
• Ensure all blanks are balanced and reconciled.
• Maintenance of ATM operations by servicing it, replenishment cash and regular reconciliation.
• Keep custody of the vault and manage vault cash.
• Communicate the bank’s vision, goals and objectives and ensure alignment of the unit’s goals and activities.
• Provide guidance and leadership to subordinate teams to ensure effective execution of the department’s activities.
• Review the periodic reports prepared by the subordinate units/subunits and ensure the timely generation/compilation of the agreed unit reports.

MINIMUM EDUCATION QUALIFICATION
• First degree or its equivalent in any relevant discipline.
• A post-graduate or professional qualification is an added advantage.

WORK EXPERIENCE
• Between 2 - 5 years cognate experience, of which at least 2 (two)
• years must have been spent in banking operations.

KEY REQUIRED COMPETENCIES & SKILLS
• Possess excellent interpersonal skills.
• Knowledge of I & M Bank’s product and service offerings.
• Highly Customer Centric.
• Ability to communicate clearly and within context.
• Demonstrate an understanding of basic electronic banking trends and developments.
• Receptive to alternative views, open-minded, flexible, and adaptable.
• Knowledge of basic products and services of the FSI as well as those of competitors.
• Possess an understanding of key financial indicators/measures for the industry.
• Has intimate knowledge of the customer’s needs.
• Has empathy for the customer’s situation.
• Ability to communicate clearly, both in written and in speech.
• Is willing to build a long-term relationship with the customer (not a "job-hopper”).
• Possess a “thick skin” and can handle complaints, even when handling unpleasant customers.
• Works accurately and with an eye for detail.
• Ability to suggest improvements to the various communications by the company.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree