Customer Service Officer

Business Unit: Retail Banking Services

Geographical Area: Zimbabwe

Department: Retail & Business Banking

Vacancy Manager: Branch Manager

Purpose of the job

Develop mutually beneficial long-term relationships with the bank’s Mass customers.

Main Focus Areas

• Providing a first-class level of service to ensure that clients are satisfied and continue to do business with BancABC.
• Champion the BancABC customer experience ensuring the delivery of quality advice, recommendations, and solutions to customers.
• Continually identify opportunities for improvements intended to grow the reputation of BancABC Mass service and proposition.
• Adopt “hands on” approach to client contact and follow up.
• Develop an in-depth knowledge and understanding of the markets, banking and other wealth management products and services in order to match our offering with client needs.
• Take ownership for, and delivery of individual sales and revenue targets.
• Source new target market clients that support the attainment of business objectives and targets.
• Effectively manage referred clients to deliver financial targets.
• Provide a first-class level of service to ensure that clients are satisfied and continue to do business with BancABC, additionally generate target market referrals as a result.
• Maintain and update accurate client information.
• Act in accordance with all regulatory, compliance and KYC policies (both internal and external) and communicate to clients as appropriate.
• Build productive relationships with referral sources, within the branch network, instilling a sense of teamwork and pro-activity with client referral.
• Pro-actively participate as a member of the relationship management team contributing towards team targets and promoting teamwork.
• Contribute effectively to team activities including the generation of new sales ideas and initiatives.
• Communicating with the customer articulately, accurately and paying attention to detail.
• Promote the benefits of alternative methods of banking, by actively assisting customers where applicable.
• Treating colleagues and clients with respect, understanding, consideration, knowledge and skill.
• Answer the telephone in a timely and professional manner

Qualifications and Work Experience

• 2 ‘A’ Levels
• 5 ‘O’ levels including Mathematics and English
• IOBZ Diploma or relevant degree
• Minimum 2 years customer service in a bank or similar.

Skills and Competencies:

• Positive attitude.
• Efficient time management.
• Ambitious and energetic, able to get things done.
• Confident and resilient.
• Excellent communicator and motivator.
• Attention to detail.
• Risk aware.
• Task oriented.
• Initiative.
• Maturity and credibility