Job Summary
The Senior Customer Service Officer is responsible for processing cash transactions accurately, maintaining proper cash controls, and ensuring efficient customer service delivery. The role involves coordinating and coaching Customer Service Officers, monitoring service quality, ensuring compliance with banking procedures, controlling vault cash, and supporting customer satisfaction, retention, and branch operational efficiency.
Purpose of the Job
Receive and process cash transactions, including deposits, withdrawals, and foreign currency (FCY) exchange, accurately and efficiently. Arrange all cash notes by sorting, wrapping, and lodging them according to their denominations. Maintain an organized cash drawer and ensure proper cash balancing at the end of each operational day. Adhere to cash-handling policies and procedures to minimize errors and discrepancies.
Maintain a high level of customer satisfaction by delivering exceptional service and building strong customer relationships. Enhance the attraction, satisfaction, and retention of existing customers through excellent customer service delivery, meeting and exceeding established sales goals, delivering financial service products to current and potential customers, and improving branch operational efficiency and resource utilization.
Main Duties and Responsibilities
Ensure that the required stationery items are available for daily business operations.
Coach and coordinate the activities of Customer Service Officers within the branch.
Monitor service levels against customer expectations.
Facilitate the provision of efficient and high-quality customer service in accordance with established standards.
Ensure that all branch transactions are executed accurately and efficiently.
Ensure that the principle of permissibility is in place.
Ensure that daily transactions are properly completed.
Ensure that unauthorized and unaudited daily transactions are properly authorized and audited.
Strictly control vault cash, including both local currency (LCY) and foreign currency (FCY).
Qualifications
Bachelor’s degree in Accounting, Management, Economics, or a related field.
Experience
Three years of related banking experience.
IFB training certification is an advantage.
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