Customer Service Officer at Westfield Consulting

Job Purpose

• Render excellent service to both internal and external customers; this is done through the provision of assistance to customers through account opening and maintenance, information on the Banks products and services, as well as ensuring timely and exceptional service delivery to delight them.

Key Responsibilities

• Escalate all customer care issues to the Head of Operations and follow through on corrective measures.
• Sell the Banks products and services to existing customers and intending prospects.
• Ensure a seamless flow of business transactions by communicating necessary information to the customers and bank departments as required.
• Disseminate basic technical knowledge of the products and services offered by the bank to internal and external customers.
• Open all account types in the bank for various customers and ensure all accounts have complete documentation.
• Treat customers request and instructions on their various accounts and ensure they are satisfied with services provided.
• Attend to customers’ complaints, request, instructions, enquiries etc.
• Arrange all documents and account opening packages appropriately.
• Handle account maintenance activities; balance enquiry, freezing/unfreezing of account, placing of lien, reactivation of dormant accounts.
• Initiate the set-up of standing order.
• Issue and activate all card products to eligible customers.
• Carry out all other bank services as delegated by the Head of Operations.
• Initiate and set up Alert, Online and Mobile Banking services.
• Initiate linking / hot listing and blocking / unblocking of debit cards.
• Send out / respond to external account reference enquiries, confirm status of internal account reference.
• Ensure timely rendering of reports and issuance of ad hoc statements of account to customers.

Requirements

• Minimum of a first degree
• Minimum of 2 years in a Financial Institution environment
• Knowledge of financial service channels.arket/y
• Knowledge of customer needs across different segments such as income, geography, culture, demography and markets (Market segmentation and analysis).
• Knowledge of the retail banking market.
• Knowledge of micro and macro economics
• Knowledge of financial markets analysis.