United Bank for Africa

JOB OPPORTUNITY

Customer Service Officer

Department/Unit: Operations

Location: Kasumbalesa

Reporting Relationships

• Functionally reports into: Customer Service Manager
• Administratively reports to: Same as above
• Supervises: Nil

Job objective(s)

• To ensure quality customer service delivery and assist in cross-selling UBA group product and services.

Duties & Responsibilities

• Ensure proper management of the customer service desk.
• Handle all enquiries and relate directly with customers.
• Assists to cross sell bank’s products and services.
• Timely account opening and issuance of welcome pack to customers.
• Ensure that banking hall is clean at all times and well stocked

• Customer delivery service index.
• Turn around time in serving customers.
• Number of products and services sold.
• Volume of transactions against Budget number.
• Customer complaints/compliments

REQUIRED EDUCATION QUALIFICATIONS

• Minimum of a first degree in a business related field from a recognized University with at least a Credit or better.
• Grade Twelve Certificate with at least Five (05) Credits of better, including Mathematics and English
• ZAQA verified certificates

Previous Work Experience Requirements

• Minimum experience – 1-3 years relevant experience

Key Competency List:

Knowledge

• Banking operations, policies and procedures
• Banking products/services
• Major Zambian languages

Skills/Competencies

• Professional disposition: Possess IT appreciation & application skills. Information Sourcing & Processing Skills. Ability to pay attention to detail & Customer Service orientation