Job Title: Customer Service Officer

Organization: I&M Bank Uganda

Location: Arua


Roles and responsibilities: 

  • Lead the customer service agenda by demonstrating great customer experience while serving customers at the centre
  • Drive adoption and usage of digital channels and ensure to do so through the support of channels at the digital pod
  • Increase product holding per customer through identifying customer needs and proactively seeking to provide solutions to meet the identified needs
  • Contribute to the formulation and implementation of strategies necessary to reactivate dormant /inactive accounts and sustain existing accounts.
  • Receive customer instructions, enquiries such as Standing Order, Instant Statement, Stopped Cheque/Account, Safe Deposit applications and deliver them to relevant staff for processing.
  • Build and consolidate pleasant relationship with the bank’s customers and maintain good disposition towards all customers to ensure the Bank retains the existing accounts.
  • Liaise with bank staff to facilitate customer service delivery and to reduce service
  • Regularly contact customers via telephone calls to obtain feedback on service quality and customer satisfaction levels.
  • Always contact customer timely to pick their debit cards and cheque books when delivered at the Centre.
  • Attend to all customer inquiries/requests; guide customers and liaise with the different functions to ensure customer satisfactions.
  • Identify service improvement opportunities through interaction with customers and communicate improvement recommendations to the relevant functions.
  • Manage access to the Customer Service desk such that access is restricted to prospective account holders and customers to prevent leakage of information to strangers.
  • Ensure timely resolution of customer complaints and issues.


Minimum Qualifications:

  • First degree in any field or its equivalent in any relevant discipline
  • A minimum of 1 -3 years of relevant work experience preferably in a banking industry.
  • In-depth knowledge of the bank’s products and services in relation to the competition.
  • Relationship management Skills.
  • Marketing/networking Skills.
  • Professional disposition.


How To Apply:

Interested applicants should submit their applications via the link below:

Click here to apply

Application Deadline: 8th May 2023.


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