Section Head, Call Center

This position is responsible for serving customers and conducting customer relations and ensuring customer satisfaction with full effort and maximum care, selling the products and services of the bank, acquiring new customers, and opening and maintaining customer accounts coordinating inbound and outbound calls within the Bank.

Major Duties

• Manage the daily running of the call Centre, including sourcing equipment, and effective resource planning
• Apply call Centre strategies, operations to coordinate inbound and outbound calls within the Bank.
• Promote and cross sell the Bank’s products and services and maintain positive relationships with all customers and other contact persons.
• Call and visit potential and existing customers, promote the bank’s products and services, persuade them to open accounts and start working with the bank.
• Open deposit accounts and process cheque, Card Banking, Mobile Banking, Internet Banking, and similar requests of customers fulfilling the required documentation as per the bank's policy and procedure and relevant directives of the National Bank of Ethiopia.
• Receive existing customers’ enquiries about banking services, facilitates the timely processing of their banking needs, and maintains necessary communication to retain these existing customers.
• Handle customer applications for credit and international banking, review against eligibility criteria, submit for further processing, follow up and facilitate their timely processing, and communicate the results to the customer.
• Organize credit information; monitors the loan repayment of each customer as per the schedule, closely follows the defaulting customers, ensures their timely repayment.
• Perform disbursements, account creation, loan initiation and schedule set-up, collection and delinquency management, loan status change processing, amendments to loans and approval as per the threshold set by the bank.
• Execute credit decisions in consultation with the Principal/Senior Officer-Operations and/or Branch manager.
• Ensure that all properties offered as collateral are insured to the full value of the asset over the life/duration of the loan and the policy is endorsed in the name of the Bank and borrower.
• File insurance certificates/endorsement letters in the Bank’s safe custody and collateral documents per the policy and procedure of the Bank and follow up; every insurance policy is renewed one month before the scheduled expiry date if the loan is not settled.
• Reconcile suspense and Head Office Accounts, ATM and POS transactions and prepare summary drawing sheets and send them to respective organs per schedule.
• Process checks, payments and transfers through the clearance system and verifies the presenter’s bank signature, checks the validity of the check, and verifies the signature of the drawer.
• Prepare, sign and post various tickets, vouchers, annexes, CPO (Banker’s Cheques) and other documents.
• Maintain appropriate files of customers, other bank specimen signatures and outstanding items and regularly update records and follow up settlement of outstanding items.
• Comply with the Bank’s policy and procedure, working culture and demonstrate commitment, dependability, punctuality, good personality, and respect for other team members.
• Exercise supervision over subordinates under the division.
• Perform any other duties as may be assigned from time to time

Job Requirements

Educational

• Bachelor's/ B.Sc. Degree in Accounting, Finance, Management, Economics, Business Administration, or related fields

Minimum Work Experience

• At least 5 years’ relevant experience with 2 years’ experience as Senior Officer/ 1 year as Principal officer in a Supervisory role.

How to Apply

Interested applicants who meet the above requirements can submit their application letter and updated CV and credentials in PDF format by clearly stating the position that you are applying for through this LINK↗️