Job Description

Officer - Customer Relations Job
Job Title: Officer - Customer Relations




Posting Start Date: 06/02/2025




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Job Purpose

To provide NBF customers financial services which exceed the customer's expectations by delivering an unbiased, competent, and timely and problem free service. Improve on service levels at the branches. Take ownership of customer complaint until final resolution. Be a team player and contribute to achievement of goals based on the Key Performance Indicators, in the Branch. Also to support and coach new staff to make easier their assimilation in the NBF family & to achieve the assigned target / Financial & NON-Financial. Provide constructive and constant feedback on improvement of: products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction.

Key Accountabilities

Carry out a range of processing / service functions ensuring that the work assigned has been completed within specified timelines and accurately, in line with all specified internal and external guidelines, policies, procedures and rules.. Ensure the provision of on-the-job training to staff within the section, supported by robust training plans for all new staff within the section with monthly progress reports. Monitor individual and team performance, attendance and conduct and provide appropriate feedback, before escalating to line management, if appropriate Prepare and comment on, as appropriate, reports/statistics (including error reports) requested by line management and any other relevant statistical or other information deemed relevant to the section assigned. Adhere to Branch process and report deviations to the MCR / SOCR, which should finally lead to an acceptable Branch Audit rating.

Other Accountabilities

Undertake other duties at similar level when required and support line management in arranging for the provision of support to other areas within the department when required. Participate in the department's regular meetings, recommending suggestions towards improving the operational efficiency, service quality, resource management and resolution of issues pertaining to the department To sell & cross sell all retail products & make sure to maintain and develop the cross sell ratio.

Other Accountabilities

Job Context

A general commentary of any aspects of the job that do not fit logically in the other sections e.g. current projects, operating context/environment.


Providing the best service to NBF customers as well as achieving the assigned target set by the branch manager and insuring to take ownership of customer complaints until final resolution. Be a team player in a branch team; cooperate with others towards achieving the branch goal in sales & service.

Education

Diploma/ Bachelors Degree, preferably in Commerce

Experience and Skills

Skills

Thorough knowledge of products, services policies and processes of retail banking dept. Problem Solving skills, Communication skills, Ability to work under pressure.

Work Experience

2-3 years banking experience or experience in any other service industry.

Technical Competencies

Compliance- Retail Banking- Basic


Customer Service - Retail Banking- Proficient


Sales- Retail Banking- Proficient


Financial Analysis- Retail Banking- Basic


Product Knowledge- Retail Banking- Proficient


Relationship Management- Retail Banking- Basic


Core and Regulatory Banking Systems-Retail Banking- Basic


Process improvement- Retail Banking- Basic

Behavioural Competencies

Change and Innovation - Basic


Communication - Basic


Evaluating and Solving Challenges - Basic


Results Orientation - Basic


Working and collaborating with others - Basic
Job ID 2771