Banking Jobs – Branch Customer Service Consultant – Centenary Bank

 Branch Customer Service
Organization: Centenary Bank
Duty Station: Kampala, Uganda
Reports to: Branch Manager (Administratively) and then
Customer Service Manager (Functionally)
About US:
Centenary Bank is the leading Commercial Micro Finance Bank in Uganda
serving over 1,300,000 clients (a quarter of the banking population) in 58
branches spread countrywide. We are one of Uganda’s top three financial
organisations, employing more than 1,900 people. Joining Centenary Bank is an
opportunity to use your skills and experience in tackling real world problems.
Job Summary: The Branch
Customer Service Consultant will be responsible for implementing the customer
service standards and operating procedures, supervising the front line tellers
/ officer during their operations and activities at the branches.
Key Duties and Responsibilities:
  • Supervise the performance of front line
    officers to confirm that they deliver quality customer service, support
    the Branch manager to schedule the front line teller breaks and observe
    their interaction with the clients that they serve.
  • Supervise the banking queue system so that
    customers are served in the most efficient manner and that there is
    limited disruption in the banking hall / lobby.
  • Review comments and feedback submitted by
    customers in the service suggestion box to ensure that any issues that are
    communicated are addressed and any gaps highlighted are addressed by the
    customer service team at branch level / head office as appropriate.
  • Support and train front line tellers by
    sharing product knowledge on Bank 
    products and reviewing any changes to products thus ensuring that
    customers are given accurate information on all products available to
  • Prepare weekly and monthly reports for the
    branch managers and the customer service office at headquarters, clearly
    indicating customer service issues, solutions that have been implemented
    to address them and issues that require follow up, to track customer
    service levels.
  • Coordinate Customer Experience Surveys at
    the branch and participate in the customer service team success by
    providing constructive feedback that contributes to the employee of the
    month award (scheme)

Qualifications, Skills and Experience:
  • The ideal candidate for the Centenary Bank
    Branch Customer Service Consultant job placement should hold a Bachelor’s
    degree in any Discipline
  • At least three years of banking officer
    experience over the different areas /desks within the  different segments of banking operations
  • Creativity in problem solving
  • People management and interpersonal skills
  • High Level of Integrity
  • Superior communications skills (Verbal and
  • Excellent negotiation skills
  • Team player
  • Report writing skills
  • Flexibility to be deployed at any branch
    in the Bank network
  • Ability to stand for long hours
  • Age: Below 30 years
Note:  Pass degrees are not eligible
How to Apply:
All candidates who desire to join Centenary Bank should send their
applications by following the instructions below; downloading an application
form for employment, download
, filling it and enclosing an application letter, Curriculum Vitae
(CV) with three professional referees and copies of academic
testimonials/certificates and send the application to:
General Manager Human Resources, Centenary Bank, P.O. Box 1892 —
Kampala, Uganda.
Note: While we thank all applicants for your
interest. Only shortlisted applicants will be contacted. Only shortlisted
applicants will be contacted.
Deadline: 5th March 2018 by 5:00pm
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