Senior Customer Service Officer

Purpose of the Job

To provide optimal customer service and ensure branch growth by ensuring that financial and operational activities align with the Bank's policies, procedures, applicable laws and regulations. This includes conducting financial audits and recommending appropriate remedial actions.

Main Duties and Responsibilities

• Oversee and assess customer service staff activities, providing 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 efficient customer service delivery
• Monitor and authenticate returns, exchanges, and voids
• Investigate and resolve customer service complaints
• Assist with the development and implementation of service policies, and explain these to staff and customers
• Maintain documentation pertaining to customer service department activities
• Examine transactions and related documents daily to verify accuracy and legitimacy
• Provide objective assurance that existing policies, procedures, regulatory directives, and relevant laws are being followed in the branch
• Examine and analyze proper execution of branch operations in line with the work unit's operating policies and procedures