Customer Service Officer

Job title: Customer Service Officer

Job Description

(10%) Data Entry

• Ensure accurate data entry where Tablet fails
• Ensure approval documents are in place for manual data entry
• Supervise & Confirm Mobile change & ATM registration at the Business Center
• Customer satisfaction
• Problem solving

(20%) Banking activities

• Register the bank pay in slips and issue receipts to the respective clients
• Initiate cheque payments, and submit to central process.Does Bank reconciliation
• Acknowledges bank correspondence
• Sends disbursement sheet to Central processing center
• Physically confirm clients during disbursement, and reports any missing or problematic clients to central processing personnel

(20%) Payments and Petty cash management

• Petty cash reimbursement, disbursement as per policy
• Effect cash and cheque payments as per authorized, approved or request voucher
• Ensure payment of services delivery agents/partners e.g. bills, contractors, labour wages if any
• Purchases of office items e.g water, sugar, tea bags, utensils e.t.c

(Efficiency 20%)

(15%) Customer Service

• Attends customer inquiries
• Promotes/markets Savings
• Directs customers to respective officer or right channel
• Monitors/attends customers’ ATM usage
• Register and solve customers’ compliances
• Pass right information to customers
• Issues marketing tools such as fliers to customer
• Reports

(10%) Reports

• Reports to Business Center Manager any reported loss of ATM Card, Mobile Line by the client.
• Reports to disbursement officer Missing or problematic clients
• on the disbursement
• Report delivery and loss of assets Savings Mobilizations

(15%) Savings Mobilizations

• Mobilize, Market and sells savings to clients
• Opens savings accounts
• Ensure KYC of servings are approved by BCM (10%) Office Administration
• Keeps under safe custody all clients loan collaterals, files, documents and other valuable items
• Keep documents in hand under custody
• Keep proper documentations of payments
• Post and receive the Business Centre Parcels
• Compile customer complaints and reports to Call Centre Manager
• Does photo copy and printings,
• Keeps business center stationery
• Safety and reputation/ image KNOWLEDGE, SKILLS AND ABILITIES

List education, knowledge & skills, licenses preferred, and a