Service Delivery Officer
Rafiki Microfinance Bank is a place where creativity and positive ambition are infectious. We are restless to win, to meet the changing needs of our customers and unlock growth opportunities. We are looking for Service Delivery Officer to help us achieve our goals. Reporting to the Service Delivery Manager, the Service Delivery Officer will be actively involved to deliver excellent services to our clients while achieving operational efficiency with the utmost level of consistency and quality.
Welcome customers and give warm transfers to relevant departments
Attend to customers’ general queries.
Actively source feedback from clients using various sources and compile reports from external surveys conducted.
To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty.
Receive customer complaints and document the complains without fail.
Follow up on complaints to ensure they are resolved in time.
Communicate feedback to the client.
Help identify service gaps and suggest/ help put in place necessary corrective measures.
Ensure that all issues related to Customer Experience are assigned and closed on the Service Help desk in line with ensuring that established standards and Key Performance Indicators are applied and adhered to.
ATM Card & PIN Processing
Process of application forms promptly.
Inputting the client information on the system.
Dispatch of ATM cards and PINS.
Processing of card replacements.
Issuance of Statements.
Prompt issuance of clients’ statements on request.
Provide details of Customer balances as requested
Charging the relevant fees to clients’ accounts
Issue quarterly statements.
Accurately and efficiently make cash payments in a way that maximizes customer satisfaction, meeting daily transaction targets
Balance currency, coins, and cheques in cash drawers and calculate daily transactions
Cash cheques and payout money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
Receive cheques and cash for deposit, verify amounts and authenticity of currency, and check the accuracy of deposit slips. Examine cheques for endorsements and verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
Post customers’ transactions to record transactions and issue duly stamped receipts for the same and ensure daily balancing
Arrange monies received in cash boxes and coin dispensers according to denomination.
Preparing cash for repatriation
Batching together all entries and filing them.
Ensuring at close of the day the cash tallies to the system balances.
Conduct Know Your Customer processes as per policy
Input customer data into the system
File documents promptly
Facilitate account search application.
Qualifications and Experience Required
Minimum Diploma in banking or other related field.
CPA or AKIB qualification will be an added advantage.
Experience in the banking environment is an added advantage.
Minimum of 1 year experience in customer service and/or related field. Able to apply financial knowledge and skills.
Good MS Office product skills with a bias in Excel, Word & PowerPoint.
Strong people management skills and experience, including change management.
Excellent verbal and written communication skills, including to senior stakeholders, external partners and customers.
Attention to detail & accuracy.
Ability to remain calm under pressure and find a solution in a complex and demanding environment.