Customer Service Officer at I&M Bank April 2025

Job Purpose

• Responsible for formulating, implementing, and monitoring the Bank’s overall Customer Service Delivery strategy with the aim of ensuring service delivery at all customer contact points is seamless and in line with the Bank’s Standards and Turnaround Time.
• Responsible for understanding customer expectations and needs, and outlining quality standards, and work together with product houses and operations to develop seamless processes that have customer in mind.
• Champion customer experience initiatives within the bank, advocating for the importance of customer-centricity and ensuring that the customer voice is heard at all levels.
• Custodial of bank’s complaints handling, and ensure all complaints channelled via CEO or Heads of departments offices are adequately addressed and filed.

Key Responsibilities/Tasks

• Develop and implement the bank’s customer service strategy, ensuring that it aligns with the bank’s overall goals and objectives.
• Establish and maintain a customer-centric culture throughout the bank, ensuring that all employees understand the importance of customer experience and are committed to delivering excellent service.
• Establish and monitor customer service metrics, such as customer satisfaction, net promoter score, and customer effort score, and use the data to identify trends and opportunities for improvement.
• Secretary to the management committee on Customer Service, who will be responsible for organizing Customer Services meetings, recording minutes, and following up on action points discussed during the meetings to ensure timely completion and closure.
• Evaluating and assessing processes to ensure that they are meeting the required standards and align with customer expectations.
• Train, lead and develop a team of call centre and customer service professionals, providing coaching and guidance to ensure that they have the necessary skills and resources to succeed.
• Setting up of the customer service standards manual, maintaining and upgrading the contents and dissemination to customer service delivery points.
• Responsible for measuring and monitoring customer service standards through various methods, including customer feedback surveys, branch visits, audits, mystery shopping, and other relevant techniques.
• Develop and manage the customer service budget, ensuring that resources are allocated effectively and efficiently.
• Keep up to date with industry trends, best practices, and emerging technologies related to customer experience, and use this knowledge to inform the bank’s strategy.
• Ensuring all the customer Complaints Regulatory requirements are adhered to including but not limited to Regulatory quarterly reporting.
• Constant follow-up on service issues and ensuring feedback is provided to stakeholders on the results of formal customer service surveys conducted through external vendors and internal programs.
• Perform surprise checks on all service delivery points and conduct mystery shops
• Formulate strategy to improve bank’s service delivery to customers.
• Collaborate with cross-functional teams, including product development, marketing, and operations, to ensure that the customer experience is integrated into all aspects of the bank’s business.
• Develop and maintain relationships with key customers, partners, and stakeholders, ensuring that their needs are met and that they are satisfied with the company’s products and services

Risk Management

• Develop, update and maintain risk procedures and systems with respect to risk identification, risk assessment, risk monitoring, risk mitigation strategies and risk reporting relating to quality assurance function.
• Ensure effective adoption and utilization of risk management tools.
• Drive remediation of risk management exceptions identified during audit or risk reviews
• Promote risk management culture

Audit & Compliance

• Attend to audit queries related to service issues
• Ensure that business practices are compliant to relevant banking laws and regulations, systems and procedures without impacting customer experience

Reporting

• Ensure all regulatory reports are done accurately and timely.
• Ensure timely submission of reports such as complaints and feedback, internal surveys, mystery shopping, operational processes and customer journey.

Administration

• Liaise with respective departments in the bank for efficiency and effective ways of supporting customers

Skills, Knowledge, And Abilities

• Strong attention to detail and organizational skills
• Knowledge of the banking regulatory environment of Tanzania
• Strong analytical and problem-solving skills, with the ability to analyze data and identify trends and opportunities for improvement
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and other stakeholders.
• Knowledge of customer experience best practices, tools, and technologies, including customer journey mapping, customer feedback systems, and customer analytics within a banking environment
• Knowledge of banking products and services, including lending, deposit, and wealth management

Academic / Professional Qualifications

• Bachelor’s degree in business administration, Accounting / Finance, or other related field

Working Experience Required

• A minimum of 3 years of similar role working experience