Customer Service Manager – Yaoundé
ECOBANK CAMEROUN S.A
Yaoundé, Centre, Cameroon
·11 Feb. 2024
·Unspecified
·Banking - Finance
·Others
Job grade : 3A
Oversight supervision of branch Customer Counter Service (sales/marketing role), Customer Service back-office processes and Tellers/Operations processes, in accordance with the institution’s policies, approved procedures and Local Compliance.
KEY RESPONSABILITIES
- Boost sales and marketing in the branch.
- Ensure service standards are achieved over the account opening, teller, and branch operations processes.
- Ensure all customers transactions/requests received at the branch counters are thoroughly checked for completeness and compliance, and timely processed or transmitted for processing.
- Assists in clearing/reducing customers queues in the branch during peak time.
- Verify and authorize transactions processed in the branch.
- Ensure proper and continuous monitoring of the branch to eliminate lapses in control.
- Overall responsibility over customer service function (cards / check books management, account opening, etc.)
- Stand as Branch Safety & Security point of contact. Ensure Safety & Security standard are maintained at any given time and any loophole escalated appropriately.
- Ensure DCFC / AML reports are updated timely.
- Ensure Vault procedures are always adhered to. The Vault Monthly Register Review is delegated to them.
- Ensure tight management of ATM to ensure meeting the minimum Group standard with regard to availability.
- In charge of monitoring of branch Transactions & account documentation deferral tracking.
- Ensure all compliance related activities (Balance payment reports, AML monitoring, Suspicious
- Transactions, Gift Policy, etc.) are fully adhered to in the branch.
- Ensure proofing/reconciliation of branch accounts: immediate credit, Traveler cheques accounts, suspense accounts, teller account & differences, new accounts, ATM accounts, etc.
- Ensure staff/branch are always equipped of adequate equipment to meet Group standard (teller cash counting notes, detectors, stamp machines, Vault/safes, etc.)
- Acceptable rating for Internal and External audit comments and implement recommendations provided.
- Perform any other function as and when assigned by the Unit Head/Branch Manager.
- 05 years in core banking operations
- Minimum University degree (BAC + 3/4)
- Ability to detect unauthorized changes on instruments presented.
- General understanding of Bank products, foreign exchange local. regulations.
- Quality oriented.
- Ability to efficiently prioritize the tasks to perform.
- Good level of security sense and fraud awareness.
- Personal Attributes
- Excellent interpersonal skills and ability to communicate.
- Strong people management and leadership skills.
- Very well organized and structured.
- Pro-activity and creativity.
» Years of work experience: Between 5 years and 8 years
» Minimum Education Level: Bachelor's Degree
» Curriculum Vitae
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