Senior Customer Service Officer

Purpose of the Job: To provide an optimal customer service and ensure growth by making sure the financial and operational activities of the Branch are in line with the Bank’s policies, procedures, applicable laws and regulations, and conducting financial audit and recommending appropriate remedial actions.  Main Duties and Responsibilities:    Oversee and assess customer service staff activities, and provide them with regular performance-related feedback. Follow up and monitor daily activities of the customer service operation. Assist customer service staff with duties where required. Train staff in areas of customer service and company policies. Manage customer flow to ensure proficient customer service. Monitor and authenticate returns, exchanges, and voids. Investigate and solve customer service complaints. Assist withthe development and implementation of service policies, and explain these to staff and customers. Maintain documentation pertaining to customer service department activities. Examine each and every transaction and related documents and verify accuracy and legitimacy on a daily basis.  Give objective assurance of the existing policies, procedure and regulatory directives and relevant laws in the branch.  Examine and analyse the proper execution of operations of the branch in line with the work unit’s operating policies and procedures.