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Job Title:    Agent
Banking – Service and Training Officer 

Organization:  DFCU Bank

Duty Station:  Kampala, Uganda

Reports to: Senior Manager- Agency Banking

About US:

DFCU Bank is a fast growing commercial bank offering a variety of
innovative products and services. DFCU Limited was started by the Commonwealth
Development Corporation (CDC) of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation (UDC) under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG (of Germany) and International Finance Corporation (IFC) as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.

Job Summary:  Reporting
to the Senior Manager- Agency Banking, the Agent Banking – Service and Training
Officer will be responsible for supporting the implementation of the training
curriculum to Agents and Staff in a bid to increase, retain and motivate dfcu’
s Agents and customers as well as ensure consistent positive service to the
customers and agents.

Key Duties and Responsibilities: 

·       
Coordinate
the implementation of the Agent banking curriculum to Agents as well as front
line branch and regional office staff to offer services as per BOU prudential
guidelines and Bank’s requirements.

·       
Collate
training evaluations to understand the training effectiveness to support
maintenance of the training curriculum.

·       
Develop
orientation / training curriculum for all new products and services and ensure
all staff and agents are trained on the new products and services.

·       
Coordinate
with call centre team to identify and analyse different customer queries /
complaints and coordinate with necessary stakeholders to resolve within agreed
TAT.

·       
Conduct
mystery shopping for purposes of informing and enriching agent banking customer
experiences through process review and training.

·       
Support
formulation and implementation of recognition programs and service awareness
campaigns to promote a customer Service culture that motivates dfcu’ s Agents.

·       
Gather
and consolidate customer feedback from agents and other stakeholders on service
or system developments, processes and procedures and advice on improvements.

·       
Consolidate
training and customer service reports for submission to BOU as per the
reporting guidelines.

Qualifications, Skills and
Experience:

·       
The
ideal candidate for the DFCU Bank Agent Banking – Service and Training
Officer job must hold a Bachelor’s Degree preferably in a Business-related
field.

·       
Having
done a Trainer of Trainees training will be an added advantage.

·       
Five
years of working experience with at least 3 years in the Banking Industry.

·       
Reporting
and Presentation skills.

·       
Computer
Proficiency especially with Excel, Word, PowerPoint.

·       
Knowledge
of bank products, processes, and procedures in order to effectively conduct
trainings and cross sale to customers.

·       
Good
communication and training skills, excellent customer service skills in order
to handle customers effectively and efficiently.

·       
Excellent
Communication, interpersonal and sales skills.

·       
Mature
disposition in the handling of external stakeholders.

·       
Customer
service oriented in order to handle customers effectively and efficiently.

How to Apply:

All suitably qualified and interested candidates are encouraged to send
applications with detailed CV’s including present position and copies of
relevant professional/academic certificates (University Transcript, O and A
level) to the email address indicated below; Vacanciesbank@dfcugroup.com

Deadline: 3^rd
March 2021

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