Senior Customer Service Officer 22 views

Purpose of the Job:

Receive and process cash transactions, including deposits, withdrawals, and FCY currency exchange, accurately and efficiently. Arrange all cash notes by sorting, warping and lodged based on their denomination. Maintain an organized cash drawer and ensure proper cash balancing at the end of each operational date. Adhere to cash handling policies and procedures to minimize errors and discrepancies. Maintain a high level of customer satisfaction by delivering exceptional service and building strong customer relationships. Enhancing the attraction, satisfaction and retention of existing customers through providing excellent customer service delivery so as to meet and exceed established sales, goals and deliver financial service products to current and potential customers and improving the efficiency of the branch operation and resource utilization.

Main Duties and Responsibilities:

• Ensure that the required related stationery items are fulfilled for daily business operations.
• Coach and coordinate the activities of Customer Service Officers within the branch
• Monitor service levels against customers’ expectation;
• Facilitate the provision of efficient and high quality service to customers as per the standard;
• Ensure all branch transactions are executed accurately and efficiently;
• Ensure the principle of permissibility is in place;
• Ensure the daily transactions are properly completed;
• Ensure that unauthorized and unaudited daily transactions are properly authorized and audited
• strictly control the Vault cash; both LCY and FCY;
• Ensure that the – Vault cash has the balance at the end of each business day without any fail;
• Ensure the – Vault has balance both the local and foreign currency;
• Discharge other duties and responsibilities as deemed necessary
• Open and administer the Primary Vault dually with the SCSO.
• Oversee and assess customer service staff activities, and provide them with regular performance-related feedback.
• Initiate cash consignments to/from Treasury by maintaining the established cash holding limit of the Branch, and supply cash against signature to the cashier for the day’s operation and make the necessary replenishments.
• Receive, verify, lodge and withdraw cash to/from Primary and Secondary Vault and post transaction related to cash deposit/withdrawal to/from vault in the System.

Qualification:

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

Experience:

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