Officer Customer Relations

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 NONFinancial 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 onthejob 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 23 years banking experience or experience in any other service industry You will be redirected to the company website to apply for this position