SUPERVISOR: CUSTOMER SERVICE AT NBC

Reporting to: Branch Manager Location: Corporate Branch -OSM.
Job Lev I: BA4.
Purpose :

Maximise customer satisfaction through supervision of Customer Experience supervisors and provision of good service.

Responsibilities
Ensure punctuality and availability of staff to clients at all times
Ensure all staff promote the use of electronic mediums (ATMs, internet banking) and the use of other
delivery channels.
Ensure all staff in the department are knowledgeable on NBC product range, documentation requirements and services offered.
Ensure a Customer Complaints Register is in place and in use.
Identify cross-selling opportunities and pass leads to Sales Consultants.
Ensure all staff in the department portrays a professional image
Ensure workload is prepared, processed and cheked daily.
Manage the collection of fees In terms of the pr ailing tariff guide.
Ensure all staff scrutinize and apply warning circulars, stop payments and other instructions.
Check correctness and authenticate customer information captured In the system.
Minimize operational losses
People management
Business development

Competence and Skills:
Ability to work under pressure Analytical skills
Team Building
Presentation skills Relationship management Negotiation
Coaching
leadership
Excellent Communication skills (Writing and speaking) in English;

Qualification .
A Diploma in Banking/Business administration
Good analytical and decession making skills

Experience
3 years banking experience with at least two years as in customer service.
Broad knowledge of banking practices (Product knowledge)
and bank regulations.
Knowledge in other branch operations as an added advantage.

APPLICATION INSTRUCTIONS:

applicants are invited to submit their application letter, CV's, copies of certificates , 2 referes and their contacts to
Senior Human Resources Business Partner
National Bank of Commerce( NBC)
7TH Floor, NBC House
P.O Box 1863
Dar es Salaam