Customer Service Officer at Old Mutual Kenya

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