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Barclays Bank of Uganda   |   Kampala, Uganda   |   Log in or register to see the closing date

Customer Service Advisor

  • Bachelor's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent
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Job Summary

To deliver exceptional Retail Branch performance through dispensing and receiving cash and related instruments. Provide exceptional customer service to walk-in branch Retail customers.


Responsibilities

Operational Rigour and Compliance 

  1. Dispense and receive physical cash, cheques, travellers cheques, drafts and other financial instruments over the counter to walk-in primarily retail banking customers.
  2. Where required, process foreign currency travellers cheques, either by issuing or cashing such cheques.
  3. Before processing each transaction, verify that all the required information for the transaction is accurate and complete in accordance with the banks procedures (for example when cashing a cheque, verify the date, bank name, customer’s ID and validity of the cheque, check amount number and amount in words agree, that customer has sufficient funds etc.). Refer any concerns to the Team Leader Cash or Branch Coordinator for follow-up and decision-making on whether to proceed.
  4. Refer any transactions in excess of teller limits to the next level for authorisation.
  5. Capture all transactions on the bank’s system and ensure that all transactions are properly authorised before processing.
  6. Carefully count all cash received or dispensed to ensure that errors are  avoided. Barclays has a zero tolerance policy for teller errors and appropriate action will be taken, which may include formal disciplinary procedures.
  7. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
  8. Reconcile own till cash at the beginning and end of each day, as well as when cash is restocked or repatriated during the day.
  9. Open and close tills according to the bank’s procedures, including physically securing the till according to requirement set out (e.g. physically chaining the till).
  10. Throughout each day advise the Cash/ATM Custodian when teller cash limits are reached to enable them to restock or repatriate cash.
  11. Conduct snap checks as assigned by the Branch Coordinator from time to time.
  12. Ensure that all transaction records are kept meticulously and in accordance with bank procedures. Make such documents available for review/control purposes when required.
  13. Perform any other duties as assigned from time to time.
  14. Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role
Customer Service
  1. Provide advice to customers on the cash process to ensure the smooth flow of transactions.
  2. When directly receiving customer enquiries, attempt to resolve the enquiry at the first instance by using the bank’s systems. Only escalate to the Team Leader or Branch Coordinator, or ask the customer to speak to an Inquiries Advisor when all other efforts have been exhausted to resolve the customer’s request.
  3. Assist customers to correctly complete transaction documentation such as deposit or withdrawal slips to ensure accuracy and completeness of these documents.
  4. Explain the banks procedures, security requirements (such as the requirement to provide sufficient ID when transacting) as well as services to customers.
  5. Inform customers of the value of using the Customer Feedback system, including explaining to customers how the bank uses their feedback to improve service.
Colleague / Team work
  1. Create and maintain good working relations with the colleagues in the branch.
  2. Attend all mandatory trainings as required by the training schedule.
  3. Ensure that all leave days are taken within the branch leave schedule but giving specially consideration to business needs. Ensure proper approvals are obtained.
  4. Take part in the EOS surveys and action plans for the branch.
  5. Support the team in branch whenever called upon.
  6. Attend bank official functions whenever advised
Community
  1. Output Identify and participant in community initiatives to support as part of Barclays community initiatives (such as Make a Difference Day, Local community initiative, Financial Literacy)
  2. Contribute ideas to support the community initiatives agenda in the branch’s:
Sales leads
  1. Identify sales leads through reviewing income levels on customer statements, questioning customers when they mention specific needs, and referring any new leads to Customer Advisors
  2. When specific sales campaigns are running in the branch, explain the campaign details in brief to customers, and direct them to the Customer Advisors for further information.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Kampala
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Compliance; Account management; Operative planning; Risk analysis; Customer relations; Documentation and record keeping
Required languages: English (Spoken: fluent | Written: fluent)

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Barclays Bank of Uganda

Banking, microfinance, insuranceCompany size: 1000+ people

Barclays Bank of Uganda Limited, commonly known as Barclays Bank Uganda Limited, is a commercial bank in Uganda. It is one of the commercial banks licensed by the Bank of Uganda, the central bank and national banking regulator.


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