Customer Service Officer at Old Mutual

Job Description

The customer service officer attracts, maintains and retains customers through provision of quality after sales service. He/ she grows our wallet share of existing customer through cross-selling. The job holder is responsible acts as the first point of contact with clients at the branch, manage walk in clients, and give support, answering customer queries and offering guidance.

KEY MEASURABLE GOALS

Account Opening and Account Closures
Ad hoc Statement request processing
Cheque books – orders and return
ATM Cards – Applications and Issuance, usage demos and replacements,
Receipt of standing instructions
Applications for drafts, remittances and transfers.
Assist customers in applying for all the counter services
Enquiries and complaints resolution
Queue management
General banking hall management
Cleanliness and tidiness of banking hall and ATM areas
Merchandise, stationery and notices display

KEY RESPONSIBILITIES

Achievement of branch sales targets and efficiency in service delivery
Good customer-bank Relationship
Management of attrition
Individual productivity on attainment of sales and service targets
Number of Referrals and targeted accounts converted
Growth in deposits
Customer satisfaction
Compliance with the bank’s operation requirements
Monitor, on a continuous basis, all transitions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)
Obtain, verify and maintain proper identification of customers wishing to open accounts or make transactions whether directly or through proxy.
Adhere to all the due diligence measures when establishing customer relationships as enshrined in the Bank’s AML, KYC & CFT policies, procedures and guidelines
A Temporary employee in the Rest of Africa business.
Provides a service as a temporary employee covering many fields.