Who we are looking for:
We are looking for candidates that will ensure good customer management and increase customer base/ business volume through quality service delivery and sales.
Reporting Relationship

 Reports to:    Regional Branch Coordinator
 Supervises:    Cash Officer, Head Customer Service and Head, Transaction services

Responsibilities

Ensure effective/efficient implementation of bank-wide policies with respect to branch customer services
Coordinate activities of the service delivery team
Ensure adherence of team members to the bank’s service charter, policies and procedures
Execute sales for all consumer banking products of the Bank
Promptly resolve customer issues and complaints on customer service related matters
Oversee and monitor standardization in customer service delivery across the branch especially retail customers to ensure consistency of service delivery bank wide
Provide feedback to Branch Coordination on the activities and service delivery status in the branch
Ensure the maintenance of a suitable ambience in the Banking Hall
Review customer account opening documents for completeness
Ensure efficient service delivery on customer account management activities – account opening, cheque printing, standing orders, etc
Maintain safe custody of cheque books, customers’ files and signature cards
Provide other units/branches with customer related information
Manage the issuance of customers monthly account statements
Evaluate the level of customer satisfaction through the conduct of surveys and initiate corrective measures to address issues observed
Review all processes within the service area and suggest improvement opportunities
Ensure effective / efficient implementation of bank-wide policies with respect to branch operations
Ensure proper documentation of all branch transactions and authorise transactions above limits of Transactions Officers and Cash Officer.
Receive inward clearing box from the Head of Central clearing
Ensure cheques paid through clearing are properly authorized and covered by sufficient account balances
Identify overdrawn accounts and liaise with Business Development Manager to approve or reject overdrawn cheques 
Supervise counting of vault cash and verify agreement with cash register
Ensure adequate float is maintained for all cheques presented for payment through clearing
Perform end of day balancing to ensure all cash/cheques are posted correctly and appropriate accounts balanced
Process clearing cheques for onward transmission to Head Office or payment into appropriate customer accounts
Ensure all remittances, returns and reports due to Regulatory authorities, Government agencies and departments are done promptly and efficiently.
Prepare regular management reports to the Regional Co-coordinator based on up-to-date financial information on branch position and performance to facilitate management decision making   
Ensure all GLs within the branch are proofed as at when due
Perform end of day balancing to ensure all transactions are processed correctly and appropriate accounts balanced
Ensure adequate charging of commission on services (e.g. NITEL, shares, VAT, drafts) and remittance to appropriate quarters
Verify and process Western Union transactions at the branch
Supervise activities of operations staff to ensure efficient service delivery
Monitoring of fixed Assets in the branch

Preferred skills and experience/Requirements

Excellent Customer Account Servicing/ Management skills
Good knowledge of accounting and banking operations (Domestic & International Operations)
Excellent customer relationship management
Sales and Marketing skills
Knowledge of banking products
Good negotiation, problem-solving and conflict resolution
Good knowledge & understanding of banking operations (Domestic & International Operations)
Good knowledge of core banking application (Flexcube)
Good products knowledge
Process management and documentation skills
Good communication skills (oral & written)

Educational Qualification

University degree. Any additional qualification will be added advantage

Work Experience

Minimum of 5 years in Branch Services Operation (Customer Service, Transaction processing and Tellering)