ECOBANK CAMEROUN S.A. is recruiting a Commercial Client Care ready to work across the national territory. The position is based in Douala. Job grade: 3C Job level: 4
NATURE OF CONTRACT:
Permanent Contract
JOB PURPOSE:
– To ensure coordination of all Commercial client customer care / support issues in order to improve service delivery and maximize revenues
– To ensure post-sales implementation of Electronic Banking, collections, payments, liquidity management and trade solutions
– To act as an interface between the client and internal teams for efficient service delivery of all Commercial Bank products
– To ensure all post transactions requirements are compliance: Apurements, Defferal, …
KEY RESPONSABILITIES
CLIENT CARE
– To be proactive in order to anticipate on customer service issues and provide adequate solution
– To handle customers’ requests, enquiries and complaints related to the delivery and usage of Electronic Banking, Cash Management, Trade, Supply Chain Management and Loan products for Commercial Bank customers in the most efficient and cost-effective way using appropriate technology and tools whilst identifying and resolving service gaps
– To formulate recommendations to business Head to enhance service delivery and customer service quality
– To ensure that all manual/electronic instructions or transactions received from clients are duly authenticated and processed as per SLA
– To ensure speedy and accurate resolution of all customers’ complaints as per SLA
– To work with Commercial team to ensure that customers needs are identified and met
– To maintain a daily log of all enquiries and customer complaints
– To perform periodic customer satisfaction survey
– To achieve key customer satisfaction indicators set by Group Commercial Bank Head
– To generate daily, weekly and monthly client care activities reports
POST-SALES IMPLEMENTATION
– To work with Commercial Banking Products team to assist with the implementation of Electronic Banking Cash Management and Trade solutions including developing customer training materials, operating procedures, etc.
– To ensure that requirements for product / service implementation are provided by customers
– To ensure that all subscription forms are completed, and related service contracts duly signed
– To ensure that all cash management & trade related transactions (transfers, cash & cheque deposits, bills discounting, avalized bills, LCs opening, documentary collections, guarantees, etc.) are processed with speed and accuracy as per SLA
– To ensure that monthly subscription fees and transaction fees are debited from customers’ accounts as per agreement
– To maintain a log of all issues experienced by clients related to products usage
– To generate weekly customer service issues report
OTHERS
– To ensure all interactions (via letters or emails) with customers are well protected and conserved
– To ensure all correspondences received or sent in the Unit are well directed and the responses sent within the required SLA
– Understand and live with bank values and CX principles
REPORTING Line:
Head Commercial Bank
EXPERIENCE & QUALIFICATIONS
– Degree in Banking, Marketing, Economic or related field of study.
– 1 to 2 years of previous experience required.
– Knowledge of banking products and operations, trade products, deposits, and other liability instruments.
– Highly self-motivated& detail oriented.
– Bilingual speaking (English/ French) is an advantage.
SKILLS & CAPACITIES
– Maintain close relationship with Commercial Banking Products and IT & OPS teams to ensure optimum client service;
– Follow up on clients to ensure that solution sold and implemented match customer’s expectations;
– Initiative and problem-solving skills (searching for client information and analyzing needs to better serve customers);
– Strong Sales, Customer Focus and continuous interface;
– Strong interdepartmental and interpersonal skills, written and verbal skills as well as high customer service ethic and responsibility;
– Cooperative working style and strong communication skills are required, in order to develop and maintain effective working relationships both externally and internally, with colleagues on the ground in the affiliate.
– Result driven team player;
– Well organized and structured person.
– Strong integrity, flexible, and sensitive to client culture
– Ability to work under pressure, multitask and meet tight deadlines
– Pro-activity and creativity.
APPLICATION PROCESS
Please submit your CV and motivation letter to ECM-Recruit@ecobank.com latest Febuary 03rd, 2023 at 5pm prompt, with the subject « COMMERCIAL CLIENT CARE ».
NB: Only applications matching with the desired profile will be contacted.
Ecobank is an equal opportunity employer and will not discriminate based on gender, religion, ethnicity, physical ability, etc…
Warning
The Use of this title does not indicate any limitation on your duties or job function, and you may be assigned to different duties or asked to carry out additional duties from time to time.
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