Officer - Customer Relations

To provide NBF customers financial services which exceed the customer’s expectations by delivering an unbiased, competent, timely, and problem-free service.

Improve on service levels at the branches. Take ownership of customer complaints until final resolution.

Be a team player and contribute to the achievement of goals based on the Key Performance Indicators in the Branch. Support and coach new staff to ease their assimilation into the NBF family and achieve the assigned targets (Financial & Non-Financial).

Provide constructive and constant feedback on the improvement of products, services, and 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 processes and report deviations to the MCR/SOCR, which should finally lead to an acceptable Branch Audit rating.

Other Accountabilities

Undertake other duties at a 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 operational efficiency, service quality, resource management, and resolution of issues pertaining to the department.

Sell and cross-sell all retail products and ensure to maintain and develop the cross-sell ratio.

Job Context

Providing the best service to NBF customers as well as achieving the assigned target set by the branch manager and ensuring 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 and service.

Education

Diploma/Bachelor's Degree, preferably in Commerce.

Experience and Skills

Skills
Thorough knowledge of products, services, policies, and processes of the retail banking department.
Problem-solving skills, communication skills, ability to work under pressure.

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

Compliance - Retail Banking - Basic

Customer Service - Retail Banking - Proficient

Relationship Management - Retail Banking - Basic

Core and Regulatory Banking Systems - Retail Banking - Basic

Process Improvement - Retail Banking - Basic

Change and Innovation - Basic

Communication - Basic

Evaluating and Solving Challenges - Basic

Results Orientation - Basic

Working and Collaborating with Others - Basic