Customer Service Officer

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Employee Contract Type:Local - Fixed Term Employee (Fixed Term)

Job Description

(10%)  Data Entry

• Ensure accurate data entry where Tablet fails
• Ensure approval documents are in place for manual data entry
• Supervise & Confirm Mobile change & ATM registration at the Business Center

• Customer satisfaction

• Problem solving

(20%) Banking activities

• Register the bank pay in slips and issue receipts to the respective clients
• Initiate cheque payments, and submit to central process.
• Does Bank reconciliation
• Acknowledges bank correspondence
• Sends disbursement sheet to Central processing center,
• Physically confirm clients during disbursement, and reports any missing or problematic clients to central processing personnel

Efficiency 20%

Payments and Petty cash management

• Petty cash reimbursement, disbursement as per policy
• Effect cash and cheque payment s as per authorized, approved or request voucher
• Ensure payment of services delivery agents/partners e.g. bills, contractors, labour wages if any
• Purchases of office items e.g water, sugar, tea bags, utensils e.t.c

Efficiency

Customer Service15%

• Attends customer inquiries
• Promotes/markets Savings
• Directs customers to respective officer or right channel
• Monitors/attends customers’ ATM usage
• Register and solve customers’ compliances
• Pass right information to customers
• Issues marketing tools such as fliers to customer

Reports 10%

• Reports to Business Center Manager any reported loss of ATM Card, Mobile Line by the client.
• Reports to disbursement officer Missing or problematic clients on the disbursement
• Report delivery and loss of assets

Savings Mobilizations 15%

• Mobilize, Market and sells savings to clients
• Opens savings accounts
• Ensure KYC of servings are approved by BCM

(10%) Office Administration

• Keeps under safe custody all clients loan collaterals, files, documents and other valuable items

• Keep documents in hand under custody

• Keep proper documentations of payments

• Post and receive the Business Centre Parcels

• Compile customer complaints and reports to Call Centre Manager

• Does photo copy and printings,

• Keeps business center stationery

• Safety and reputation/ image

KNOWLEDGE, SKILLS AND ABILITIES