United Bank for Africa Plc (UBA) is one of Africa's leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria, UBA has grown to become a Pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

Customer Service Officer

Job TypeFull Time
QualificationBA/BSc/HND
Location Abuja, Benue, Kogi, Kwara
Job Field Banking Customer Care Graduate Jobs



Reference No: UBAAbuja/NorthCentralCSO/FTO2018
Location: North Central, Nigeria: Municipal Area Council, Abuja (FCT), Nigeria; Makurdi, Benue, Nigeria; Lokoja, Kogi, Nigeria; Ilorin South, Kwara, Nigeria
Contract Type: Permanent
Job Functions: Banking
Industries: Financial Services

Job Objective

To ensure the business office provides excellent quality banking service to all customers.
To maintain contact with new and existing customers on routine account management activities.
To engage customers in cross selling of the bank’s products and services including E-sales

Role and Responsibilities
Customer Relations Management/Sales:

Proactively develop client relationships, anticipate and provide solutions to client needs and give high priority to client satisfaction.
Accurately assess the risk profile, suitability and appropriateness of clients when marketing the banks products and services by maintaining an accurate and up to date call report, KYC database.
Sale to prospective customers UBA’s E-banking products, enrol new customers, and resolve related issues.
Engage customers to cross sell bank products and services
Increase product sales, and customer loyalty by maintaining good client relationship.
Open and maintain accounts in accordance with the established procedures. Apply regulatory requirements such as KYC, Money laundering Prevention procedures at all times.
Accomplish tasks efficiently by showing concern for all aspects of the job, pay attention to detail and ensure that output is delivered at the highest possible standard
Ensure that the customer’s instructions are duly effected by applying all standard checks and controls, coordinating with other department including head office operations and compliance.
Ensure proper documentation for all new and existing accounts.
Ensure timely opening of new accounts on the system.
Support branch sales and service team.
Cheque book issuance and maintenance.
Dormant account reactivation
Meeter/Greeter

Customer Service Ambassador:

Service Improvement
Ensure that all walk-in customers are directed to the right counters, assisted in completing transactions, and serviced efficiently.

Service Issues Resolution:

Answer all customer queries, resolve ‘on the spot’ service issues; escalate to BOM, issues that cannot be handled on the spot.
Follow up customers with pending cases, and keep him/her informed.
Compile and publish customer satisfaction score daily
Download Customers’ issues from the Group Response Portal (GRP) and monitor resolution of issues logged against the branch through the Business Office staff.

Requirements
Educational Qualification:

Minimum Educational level - B.Sc. in any related discipline

Age:

27 years and below

Experience (Optional):

Prior experience in banking operations is highly desirable
Relevant banking experience preferably supporting retail customers
Sales knowledge, skill & experience (added advantage)

Knowledge:

Sound knowledge of Banking products and services
Good understanding of the operational, credit and regulatory risks facing the business
Business Development and acquisition

Key Skills:

Excellent customer service orientation
High level of integrity
Good verbal & written communication skills
Selling skills
Focused, Motivated & Results Oriented
Paying attention to details
Good interpersonal skills
Fast and error-free processing
Strong problem resolution skills
Selling & Marketing Skills

Method of Application

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