Customer Service Officer - CSO

Deliver high-quality customer experience by acting as a key point of contact for customers, ensuring their needs are met efficiently while maintaining compliance with the bank’s policies and procedures.

Qualifications

Experience

• Ability to handle multiple tasks.
  

• Strong numerical and data entry skills with attention to detail.
  

• Familiarity with sales and cross-selling techniques.
  

• Proficiency in Microsoft Office.
  

Competencies & Knowledge

• Excellent communication skills.
  

• Dynamic thinking.
  

• High ethical standards and integrity.
  

• Problem-solving abilities.
  

• Team player
  

• Proficiency in English Language and any other local language preferably Luganda particularly for explanatory purposes to Bank customers who do not understand the English Language
  

• Lead the customer service agenda by demonstrating excellent customer experience while serving customers.
  

• Prepare and process paperwork related to account opening and open accounts in the core banking system while following KYC and AML regulations, Customer Service Standards, Consumer Protection Guidelines, and bank policy and procedures.
  

• Assist customers with updating personal information, processing changes to account details, and managing their banking preferences while ensuring confidentiality and data security.
  

• Promote and cross-sell banking products such as account opening, Bancassurance, loans, and Islamic finance.
  

• Support account-related tasks such as closing accounts, issuing cheque books, and activating or deactivating cards.
  

• Ensure that accounts opened are funded and aligned with the KYC and AML regulations, Customer Service Standards, Consumer Protection Guidelines, and bank policy and procedures.
  

• Maintain an up-to-date register of accounts opened, accounts closed, and all other registers as guided by the line manager and bank policies and regulations.
  

• Carry out Vault Custodianship roles as and when required.
  

• Process Instructions and transactions in the bank’s systems accurately and promptly while ensuring proper filling.
  

• Issue customer statements, ATM cards or PIN mailers, and cheque books, and ensure reconciliation of the same.