Customer Experience Officers x2 at PostBank Uganda Ltd

PostBank Uganda Ltd (PBU), a government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on being the market leader in advancing financial inclusion.
The position(s) below are vacant, and qualified persons are invited to apply.
JOB TITLE: CUSTOMER EXPERIENCE OFFICERS (2)
REPORTS TO: MANAGER CUSTOMER EXPERIENCE
ROLE PURPOSE
To support the Customer Experience Manager with daily complaints handling and ensuring customer issues are closed end to end. .

KEY RESULT AREAS/ DELIVERABLES:
• Ensuring timely processing of complaints logged and customer feedback forms, by calling customers, escalating to relevant department/individual/branch and contacting the customer with a satisfactory resolution in a timely manner to deliver on Postbank Clients turnaround time.
• Responding to the queries and/or inquiries as raised using good and correct knowledge of the bank’s products, processes and general information.
• Resolution of complaints where possible or prompt escalation of complaints to relevant department.
• Support process improvements to enable complaint prevention and reduction – follow through on quick fixes to ensure gap resolution. For processes which require redesign, contribute insights to process owners, monitor quality and timeliness on enhancements implementation.
• Prepare regular activity and performance reports on a timely basis for the attention of the line manager and other relevant parties.
• Ensuring timely data entry on updates of actions taken to resolve the complaint into system/template and contacting the customer to advice on resolution of complaint /feedback, ensuring that the customer is satisfied.
• Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.
• Ensure maintenance of a healthy business environment through strict compliance with AML/KYC standards as defined by the Postbank policies and support the bank’s effort in combating money laundering activities by:
• Reporting suspicious transactions
• Adhering to the controls & procedures on “Customer Due Diligence” introduced to address money laundering prevention & compliance risk.
• Participate in initiatives and drive root cause elimination to create magical experiences.
• Timely response to queries sent through

SKILLS AND EXPERIENCE
• 1- 2 years’ experience is branch banking in a busy environment
• Excellent communication, analytical and computer skills/computer literacy
• Highly customer focused with high level of interpersonal and communication skills – listening, negotiating and training
• Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels
• Knowledge of business processing management information systems, banking guidelines and company technology.
• Good knowledge of core bank product, markets and main competitors.
• Logical with accurate eye for detail
• Proactive, flexible and resilient team player
• High degree of problem solving skills, negotiation skills and customer centric attitude
• Ability to influence and engage others, including senior managers and support functions
• Total integrity, clearly thinking and ability to work under time pressures
• Identifying underlying TCF risks in customer complaints
• High level of judgement and awareness of group and local TCF and complaints.

EDUCATION AND TRAINING
• A first degree in any discipline.
• Knowledge of bank products and services
• Relevant practical training in basic banking.

THE FOLLOWING DOCUMENTS SHOULD ACCOMPANY THE APPLICATION:
• Detailed CV
• Certified copies of academic documents
• Applicants address and day time telephone contacts
• Postal/email address and daytime telephone contact of three referees of good standing in society one of which should be your current Supervisor.

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