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Agent Banking- Service and Training Officer

Kampala, Uganda

Salary rangeConfidential | Contract type: Permanent

You have 5 days left to apply for this job.

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Job Summary

Reporting to the Senior Manager- Agency Banking, the role holder 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.


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.
A Bachelor’s Degree preferably in a Business-related field.
Having done a Trainer of Trainees training will be an added advantage.
5 years 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.

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 5 years
Required languages: English (Spoken: fluent | Written: fluent)
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Senior Manager- E Banking
DFCU Bank / Kampala

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