Customer Service Officer – Shabelle Bank

Business and Administration, Economics, Management

Shabelle Bank

About the Shabelle Bank

Shabelle Bank is a fully licensed Commercial Bank in Ethiopia to conduct all its operations under the principles of Islamic banking. Shabelle Bank started its journey as a microfinance institution in 2011. It subsequently secured the banking license to serve its client better, by offering ethical financial products. With the mission of Enabling Growth and Enriching Lives, the Bank reaches out to its customers through a growing network of branches in Ethiopia.

Customers can also benefit from an array of customer conveniences such as Internet & mobile banking, debit card with SMS alerts, online account opening, 365-day banking, Saturday banking, extended banking hours, 24×7 cash deposit machines, and banking units exclusively for ladies.

INTERNAL/EXTERNAL VACANCY

About Shabelle Bank

Shabelle Bank is a fully licensed Commercial Bank in Ethiopia to conduct all its operations under the principles of Islamic banking. Shabelle Bank started its journey as a microfinance institution in 2011. It subsequently secured the banking license to serve its client better, by offering ethical financial products. With the mission of Enabling Growth and Enriching Lives, the Bank reaches out to its customers through a growing network of branches in Ethiopia.

Customers can also benefit from an array of customer conveniences such as Internet & mobile banking, debit card with SMS alerts, online account opening, 365-day banking, Saturday banking, extended banking hours, 24×7 cash deposit machines, and banking units exclusively for ladies.

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. The Customer Service Officer will provide front office customer service support at the branch. S/he will handle account management transactions, respond to customer enquiries, and handle cash and non-cash transactions and all customer requests at the branch.

Main Duties

• Collect/deliver cash from/to the Customer Service Supervisor
• Receive and pay cash from customers after proper identification, verification and posting transactions.
• Assist in developing, presenting, and implementing policies and procedures to make sure company customers have a satisfactory experience when using its services.
• Prepare and issue cheque books and passbooks and provide bank statements for customers at request.
• Check and countersign vouchers, process standing instructions, accept stop payment orders from customers and obtain supervisor approval.
• Provide routine report to appropriate company managers and also customers about achievements and train new staff on customer service techniques and skills within the branch
• Receive customer service inquiries and respond to customer service inquiries
• Promote Shabelle Bank’s product and services and handle certain transactions
• Identify needs/wants of customers and make available product brochures for customers
• Update details for personal and business clients, such as name and address details
• Suggest possible solutions whenever there is a malfunction in a product.
• Reach out to customers via phone call; verifying information regarding their account and responsible for cancelling or upgrading accounts
• Assist with placement of orders, refunds, or necessary exchanges improvements planned to address prevalent deficiencies.
• 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 and wrap notes by denominations in bundles of hundreds.
• Sort daily tickets, take run-ups to check against summary total, and journalize daily transactions.

General Responsibilities

• To adhere to the Shabelle Bank policy in all activities, and to actively promote equality of opportunity wherever possible.
• To adhere to confidentiality clause and uphold the Shabelle bank code of conduct.
• To undertake such other duties as may be reasonably expected.
• To provide a healthy and comfortable working environment, smoking is prohibited   

Qualifications and experience

• Bachelor’s degree in Economics, Management, Business Administration, Accounting or related field
• At least 2(Two) years of banking experience.
• Understanding of the banking sector and customer service delivery process
• Must be confident, self-starter, an independent thinker and have strong organizational, interpersonal and communication skills; team oriented

Competences Skills:

• Excellent verbal and written communication skills.
• Excellent math and accounting skills.
• Coaching Others
• High Responsibility/Accountability
• Practical Results and relationship Building
• Standardized work
• practices to improve efficiency and effectiveness in and across branch level
• Willingness and ability to work effectively with a wide variety of people

As per Shabelle Bank scale plus attractive benefit package

Lien