Customer Service Officer – World Vision
Job Description:
(10%) Data Entry
· Ensure accurate data entry where Tablet fails
· Ensure approval documents are in place for manual data entry
· Supervise & Confirm Mobile change & ATM registration at the Business Center
· Customer satisfaction
· Problem solving
(20%) Banking activities
- Register the bank pay in slips and issue receipts to the respective clients
- Initiate cheque payments, and submit to central process.
- Does Bank reconciliation
- Acknowledges bank correspondence
- Sends disbursement sheet to Central processing center,
- Physically confirm clients during disbursement, and reports any missing or problematic clients to central processing personnel
Efficiency 20%
Payments and Petty cash management
- Petty cash reimbursement, disbursement as per policy
- Effect cash and cheque payment s as per authorized, approved or request voucher
- Ensure payment of services delivery agents/partners e.g. bills, contractors, labour wages if any
- Purchases of office items e.g water, sugar, tea bags, utensils e.t.c
Efficiency
Customer Service15%
- Attends customer inquiries
- Promotes/markets Savings
- Directs customers to respective officer or right channel
- Monitors/attends customers’ ATM usage
- Register and solve customers’ compliances
- Pass right information to customers
- Issues marketing tools such as fliers to customer
Reports 10%
- Reports to Business Center Manager any reported loss of ATM Card, Mobile Line by the client.
- Reports to disbursement officer Missing or problematic clients on the disbursement
- Report delivery and loss of assets
Savings Mobilizations 15%
- Mobilize, Market and sells savings to clients
- Opens savings accounts
- Ensure KYC of servings are approved by BCM
(10%) Office Administration
· Keeps under safe custody all clients loan collaterals, files, documents and other valuable items
· Keep documents in hand under custody
· Keep proper documentations of payments
· Post and receive the Business Centre Parcels
· Compile customer complaints and reports to Call Centre Manager
· Does photo copy and printings,
· Keeps business center stationery
· Safety and reputation/ image
KNOWLEDGE, SKILLS AND ABILITIES
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Minimum education, training and experience requirements to qualify for the position:
List academic, technical skills or other knowledge required as a minimum qualification for this position.
· Degree Holder in Accounting,
· Must have a clear understanding of data entry and technology
· Very good knowledge and comfort dealing withfinancial information
· Very good analytical & reporting skills
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· Proficient in Microsoft office application
· Be a good leader
· Very good communication and marketing skills (both written and verbal)
· Model and demonstrate effective Christian leadership and able to lead daily devotions.
CORE CAPABILITIES
Achieving Capabilities:
Achieving quality results & service. Practicing accountability & integrity. Communicating information effectively.
- Proven ability to prepare and report various deliverables on time
- undefined
Thinking Capabilities:Thinking clearly, deeply and broadly. Understanding the Humanitarian Industry. Understanding World Vision’s mission and operations. Practicing innovation and change.
- Leads and manages change process
- Able to identify key strategic and market focuses for VFT
- Proven problem solver who shows both leadership and delegating skills
Self-Managing Capabilities: Demonstrating Christian values in life and work. Learning for growth and development. Maintaining work/life balance and effectiveness.
- Should demonstrate maturity and provide strong spiritual leadership
- Continually improving and developing new skills
- Should be a role model for other staffs in work/life balance
Relational Capabilities:Building collaborative relationships. Practising gender and cultural diversity. Influencing individuals and groups.
- Able to develop strong VFT relationships and Clients
- Builds strong teams work
- Able to manage the multiple relationships of Staff and Central Processing Centre