Customer Service Jobs at Caritas MFB and HF Group

JOB DETAILS:
Senior Relationship Officer – Consumer Banking

JOB PURPOSE
Reporting to the Head of Business Development, the successful candidate will be responsible for growth of quality asset book and liability accounts for employees from Government, Parastatals and Corporate Institutions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Sign lending MOUs with Government an institutional client.
• Manage relationships with targeted clients.
• To increase the Bank’s visibility among institutions through an aggressive calling program, obtaining feedback, recommending, and implementing appropriate solutions in line with procedures/policies to satisfy needs, improve satisfaction levels and enhance service delivery.
• Focus on marketing and establishing key banking relationships and partnerships with government agencies and institutional clients to enhance wallet share and enhance relationships.
• Manage quality portfolio.
• Drive and deliver exceptional sales targets by identifying and meeting customers’ needs individually and as team.
• Manage sales teams.
• Grow current and fixed/call deposits account business from assigned institutional relationships.
• Building relationships by identifying clients’ needs and achieve business targets.
• Manage, lead, and develop staff
• Prepare month-end business report detailing performance results.

Minimum Qualifications and Experience
• A degree in Business Administration, Commerce, Business Management, or any other business-related field.
• 6 years of banking experience 3 of which should be in Consumer banking/Institutional banking, experience in Sales and Marketing, Business Development, Relationship Management, Liabilities management and Product development in a financial services environment.
• Experience in implementation of electronic platforms and solutions.
• Well-developed ability to manage business relationships
• Strong networking and relationship building capacity
• Self-driven, high level of integrity
• High level of confidentiality in all dealings.
• Sales and marketing skills
• Strong communication and interpersonal skills (oral and written)
• Leadership and management skills
• Analytical skills


JOB DETAILS:
Overall Job Purpose
The Customer Service Manager will be responsible for supporting the customer service function within Mortgage Business & HFDI aimed at raising the standard of service and creating uniformity in service delivery.He /She will monitor the quality of service provided across the various channels and liaise with relevant departments for improvement. The role holder will also ensure excellent customer service standards and maintain high customer satisfaction through quick resolution and escalation of customer queries in order to ensure customer retention.

Principle Accountabilities
• Deploying strategies focused towards achieving the organizational and departmental goals.
• Systematic monitoring and reporting of channel performance and impact on customer experience.
• Create uniformity in service delivery and develop accountable skills to ensure championing of customer voice.
• Maintain documentation regarding employee performance and meet with employees periodically to discuss progress toward work goals.
• Monitoring efficiency of channel performance (including tools) and impact on service delivery.
• Regularly obtain customer feedback to gauge impact of initiatives around service improvement in the assigned areas.
• Collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.

Minimum Qualifications, Knowledge and Experience
• A Degree from a recognized university
• 4 years working experience in Customer service.
• Excellent knowledge of Call center operations, procedures and quality assurance metrics.

Key Competencies and Skills
• Planning and organisation skills
• Strong communication and questioning skills
• Good interpersonal Skills
• Good numerical and analytical skills
• Time management skills
• Good selling/influencing skills
• Quality conscious
• Sensitivity to customer issues
• Team working and Networking skills
• Presentation Skills
• Negotiation Skills
• Listening Skills
• Customer Focused
• Good understanding of the bank’s processes and procedures