CUSTOMER CARE OFFICERS

A. JOB IDENTIFICATION
Job Title: Customer Care Officers
Unit: Retail Operations
Group : IT & Operations
B. ORGANISATIONAL RELATIONSHIPS

Directly Reports to: Branch Services Head

C. JOB SUMMARY

• To provide operational support and qualitative service in customer accounts
  maintenance
  D. SPECIFIC DUTIES & RESPONSIBILITES

1. Regular/Routine
    Process opening and closing of customer accounts as required.
    Process cheque book requisition requests
    Receive, evaluate, and process all customer information requests within the approved
   turnaround time.
    Refer customer request beyond limit to appropriate authority.
    Respond to customer information requirements promptly and efficiently.
    Ensure the printing and mailing of account statements to customers as specified
   during accounts set up.
    Ensure proper documentation/ posting of all transactions and authorization of
   transactions within approval limits.
    Process customer request for drafts, funds transfer, and other operational requests.
    Charges on customer accounts for services rendered e.g. cheque book.
    Perform other duties as assigned by Branch Service Head
2. Periodic Responsibilities
3. Special and other Duties
    Any other task assigned by Head, Branch Services
   E. MACHINES & OTHER EQUIPMENT USED
    Personal Computer and telephone
   F. WORK GUIDE & REFERENCES
    Total Bank’s SOPs
    Credit Policy Guide
    Staff Handbook
    Regulatory bodies guidelines, directives

 AML

G. SPECIFICATIONS
Minimum Education: A minimum of five (5) credits, including English and
Mathematics in WASSCE, and a Diploma certificate from a reputable institution
Formal Training: Banking Law/Regulation
Minimum Experience: No experience required.
Required Knowledge, Skills & Abilities:
 Good understanding of banking
operations (Domestic & International
Operations)
 Good accounting knowledge
 Good Customer service/ relationship
management skills
 Good transaction processing &
documentation
 Good communication (oral & written)