The Ugandan Jobline

 

Job Title:    Customer Experience Officer
(2 Fresher Job Positions)

Organization:  PostBank
Uganda Ltd (PBU)

Duty Station:  Kampala,
Uganda

Reports to:
Manager Customer Experience

 

About US:

PostBank Uganda Ltd
(PBU), a government owned bank regulated by Bank of Uganda under the Financial
Institutions Act, 2004. The bank focuses on being the market leader in
advancing financial inclusion.

 

Job Summary:  The Customer Experience Officer will support
the Customer Experience Manager with daily complaints handling and ensuring
customer issues are closed end to end. .

 

Key Duties and
Responsibilities:

·        
Ensuring
timely processing of complaints logged and customer feedback forms, by calling
customers, escalating to relevant department/individual/branch and contacting
the customer with a satisfactory resolution in a timely manner to deliver on
Postbank Clients turnaround time.

·        
Responding
to the queries and/or inquiries as raised using good and correct knowledge of
the bank’s products, processes and general information.

·        
Resolution
of complaints where possible or prompt escalation of complaints to relevant
department.

·        
Support
process improvements to enable complaint prevention and reduction – follow
through on quick fixes to ensure gap resolution. For processes which require
redesign, contribute insights to process owners, monitor quality and timeliness
on enhancements implementation.

·        
Prepare
regular activity and performance reports on a timely basis for the attention of
the line manager and other relevant parties.

·        
Ensuring
timely data entry on updates of actions taken to resolve the complaint into
system/template and contacting the customer to advice on resolution of
complaint /feedback, ensuring that the customer is satisfied.

·        
Identifying
areas of weakness in service quality standards and recommending suitable
options to improve the quality of service.

·        
Ensure
maintenance of a healthy business environment through strict compliance with
AML/KYC standards as defined by the Postbank policies and support the bank’s
effort in combating money laundering activities by:

·        
Reporting
suspicious transactions

·        
Adhering
to the controls & procedures on “Customer Due Diligence” introduced to
address money laundering prevention & compliance risk.

·        
Participate
in initiatives and drive root cause elimination to create magical experiences.

·        
Timely
response to queries sent through

 

Qualifications, Skills and Experience:

·        
The
applicant must hold a first degree in any discipline.

·        
One to
two years of experience in branch banking in a busy environment

·        
Excellent
communication, analytical and computer skills/computer literacy

·        
Highly
customer focused with high level of interpersonal and communication skills –
listening, negotiating and training

·        
Quality
focused proactive leader able to effectively communicate ideas to colleagues at
all levels

·        
Knowledge
of business processing management information systems, banking guidelines and
company technology.

·        
Good
knowledge of core bank product, markets and main competitors.

·        
Logical
with accurate eye for detail

·        
Proactive,
flexible and resilient team player

·        
High
degree of problem solving skills, negotiation skills and customer centric
attitude

·        
Ability
to influence and engage others, including senior managers and support functions

·        
Total
integrity, clearly thinking and ability to work under time pressures

·        
Identifying
underlying TCF risks in customer complaints

·        
High
level of judgement and awareness of group and local TCF and complaints.

·        
Knowledge
of bank products and services

·        
Relevant
practical training in basic banking.

 

How to Apply:

All candidates
should apply online with the following documents; Detailed CV, certified copies
of academic documents, applicants address and day time telephone contacts, postal/email
address and daytime telephone contact of three referees of good standing in
society one of which should be your current Supervisor. Applications must reach
the address below;

 

Chief Human Resource
& Admin Officer

PostBank Uganda Ltd,

Plot 4/6 Nkrumah
Road,

P.O Box 7189 Kampala.
Uganda

 

Email to: hr@postbank.co.ug (Please include job title as subject.)

 

Note: Only
Shortlisted candidates will be contacted.

 

Deadline: 16^th November 2020 by 5:00pm

 

For more of the
latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

 

Related Jobs