Customer Experience Officer (Rusizi Branch) at NCBA Rwanda

Job Title: Customer Experience Officer (Rusizi Branch)

Reports To: Branch Operations Manager

Department: Operations Division: Operation and Technology

Grade: Band 3 Date:

Job holder: Supervisor:

Signature: Signature:

Job Purpose Statement

• To guarantee high level of customer service, management of branch cash,
• observance of branch routine standards as well as ensuring that customers items are
• captured and transacted accurately.
• To observe compliance & control requirements and support the business development
• initiatives of the Branch.

Key Accountabilities (Duties and Responsibilities)

Internal Controls, Processes & Procedures

• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies. Business Continuity Plan (BCP) implementation and disaster recovery co- ordination
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated. All relevant approvals for all transactions are sought at all times as guided by policies.
• Safe custody of customer tools.
• Ensure compliance with Operational, Security, Controls & processes risks requirements to avoid losses & prevent fraud arising from operational lapses, and to protect bank and customers assets.
• Authorisations of Customers transactions to be done promptly as per the laid down procedures and TAT.
• Prevention of exposure to and impact of risks associated with Teller transactions.
• Ensuring that there are no security lapses in the secured area.
• Ensure that the Catapult bank’s Policies are adhered to at all times when handling different products. Ensure adherence to all KYC & AML processes with regards to new business and acceptable TAT is observed at all times.
• Ensure that the branch achieves a minimum of ‘Satisfactory/Acceptable’ audit rating through continuous assessment and prompt closure of all audit exceptions sighted
• Ensure you and your team remain alert to the risk of money laundering and assist in the Bank’s efforts in combating it by adhering to the key principles in relation to: “identifying your customer, knowing your customer, reporting suspicions, safeguarding records and not disclosing suspicions to customers”

Customer Experience

• Attend to all customer queries received at the branch (written, verbal or telephone) and offer appropriate intervention to conclusion as per the laid down TAT.
• Maintain and enhance communications with the Relationship Managers and customers to facilitate the flow of information and foster co-operation.
• Ensure a high level of customer service is maintained at all times by managing the customer queues, monitoring banking hall and advising the BOM accordingly.
• Ensure customers are well informed of the NCBA Bank products by displaying relevant up to date information in the banking hall.
• Ensure key customers are identified and given enhanced service in the banking hall.
• Capture all customers complaints and ensure they are all logged in and updated in CRM
• Customer satisfaction:

→ Net Promoter Score

→ CSI/RSI

→ Ensuring proper and prompt service delivery

→ Maintaining effective communication with customers

→ Demonstrating appropriate attitudes towards consumers

Financial & New Business growth

• Together with the BOM & BM, create ownership of the branch strategy and targets.
• Support the branch operations team in achieving its customer retention objectives, acquisition and growth goals. Support will include: achieving personal sales goals for all products as outlined in the targets as well as participating and leading branch sales promotions.
• Ensure that there is no revenue leakage in the branch.
• Ensure effective management of all branch costs. (overtime, CIT, consumables, utilities etc)

People, Learning and growth

• Ensure proper training of new staff.
• Ensure that staff attend scheduled internal and external trainings.
• In conjunction with the BOM, ensure staff proceed on leave as required.
• Career growth enhancement for self and direct reports

Job Dimensions Reporting Relationships: jobs that report to this position directly and indirectly

Indirect

Reports N/A

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• All branch staff
• All other Departments
• Other bank staff (internal customers)

External

• Customers (External)
• Service Providers

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

• Payment and receiving of transactions up to authorized limits.
• Verification of KYC documents/identification.
• Approval of OMNI items.

Work cycle and impact: time horizon and nature of impact (Planning) (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12

months, above 1 year)

• Ensure that snap checks are undertaken strictly as per the laid down bank procedures. (Daily, Weekly, Monthly, Quarterly and annually.
• Rotation of branch keys every six months and annually.

Ideal Job Specifications

Academic Qualifications:

• Bachelor's Degree in social sciences or a business related field

Professional Qualifications:

Ideal Job Specifications

• AKIB training, will be an added advantage
• Cashiering and Vault management training is a must.

Work Experience:

• Minimum of 3-4 years working experience in branch operations, with a minimum of 1 year as a custodian.
• Good performance rating in the last two years.

NCBA Bank Core Value Behaviours (Performance Drivers)

DRIVEN: - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.

OPEN: - Our interactions are candid, honest and transparent. We listen to each other and our clients. We are inclusive and always respect each other.

RESPONSIVE: - We are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to improve.

TRUSTED: - As a trusted partner we do what is morally right always. We keep our word. We are accountable and believe in each other.

Ideal Job competencies

Technical Competencies

Knowledge of the Bank's products, services and policies and/or other specialist knowledge required to undertake the role:

• Good understanding of the bank's systems, processes and procedures (T24, Omniflow & NOBS)
• Excellent communication skills (written and spoken)
• Excellent Bank product knowledge
• Computer literacy
• Proven track record of consistently meeting customer expectations and exceeding set targets
• Interpersonal skills
• Time management skills
• Team working ability
• Strong customer service ethics
• Versatility, flexibility, passion and commitment to quality Customer experience/Service delivery.

Behavioural Competencies

• Sensitive to customer issues
• Clarity of thought and has good judgement
• Self-motivated/driven individual
• Passionate about delivering world class customer service
• Willing to work under highly demanding and challenging conditions
• Willing to go beyond the call of duty in ensuring exceptional service provision and delight customers
• Must be honest, fair, just but firm with self, and of high integrity