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Consultant Customer Services
Customer Consultant
Head Service Centre
Officer Administration Support
Team Lead Customer Services
Team Lead Teller
Teller

For details and How to Apply
Job Vacancy 1:Customer Consultant

Position Description

Customer Consultant:

The Customer Consultant is responsible for active sales within the Branch context. Customers who have a need to open/close accounts or who require advice on any product or service of the Bank will see the Customer Consultant. They will then determine the customer’s needs and make recommendations around the best product and/or solution.

Solution based Sales:

The most important aspect of the Customer Consultant’s role is the interaction with customers. Customers are being interviewed on a daily basis to determine their specific financial needs. Although the Customer Consultant has very specific sales targets, the sales strategy is re-active with customers coming into the Branch to see the Consultant. It is critical for the consultant to have very good personal and interpersonal skills which he/she will use to determine the specific financial solutions needed by the customer. Although re-active the Consultant must have the ability to “close the deal”, thereby contributing to the revenue stream of the Branch. To safeguard the customer, advice given by the Customer Consultant needs to comply with very specific Financial Regulatory requirements (these may vary from Country to Country)

Position Requirements

Product Knowledge:

In order for the Customer Consultant to provide the customer with financial solutions, it is absolutely critical that he/she fully understands the different products of the Bank. The consultant is seen as the product expert in the Branch. Over and above the interaction with customers the Consultant often need to up-skill the branch staff on new and existing products. The Customer Consultant also manages and track cross selling and lead generation opportunities and ensures that the Branch team’s sales and service targets are being met.

Customer Service:

Although the main focus of the consultant is sales he/she must understand and manage the impact of his/her actions and advice on the customer’s overall service experience. In many cases the fulfillment of the sales transaction happens outside the Branch – it is very important for the Consultant to understand these processes and build quality relationships with these service providers.

Credit Management:

Credit is a product offering of the Bank and it is important that the consultant fully understands the credit process. Coupon lending applications need to be submitted to Credit for sanctioning, it is critical that the Consultant provide accurate information in order for the correct lending decisions to be made.

Routine:

Due to the fact that customers open new accounts and or apply for different products i.e.: current accounts, credit cards, home loans etc, it is absolutely critical that the correct information is obtained from customers to comply with the Bank’s laid down procedures and Financial Regulatory requirements. Excellent customer service stems from Consultants doing things right the first time – an eye for detail is a must.

Job Vacancy 2:Consultant Customer Service:

Position Description
The Consultant Customer Service (Enquiries) is responsible for assisting customers with queries relating to their accounts such as statements, debit orders, collection of cheque books etc. Being the face of the Bank, the Consultant Customer Service represents the Bank and therefore Customer Service should be the ideal candidate’s absolute passion.

Customer Service:

The most consistent aspect of this job is people. A day in the life of the Consultant Customer Service begins and ends with interacting and serving the Banks customers. Within this context, having a love for, interest in and a tolerance of people of all ages, races, convictions and attitudes is key.
The catch phrase “customer care” and customer service are often heard but seldom really experienced. Some people naturally want to and are really talented at making others feel acknowledged, listened to, valued and heard. There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.

Position Requirements

Product Knowledge:

In order for the Consultant Customer Service to answer customer queries and to provide quality service, it is absolutely critical that he/she fully understands the different products of the Bank. The Consultant Customer Service also needs to identify and pass on cross selling and lead generation opportunities. Knowledge of the different products offered, together with having the ability and desire to keep up to date with the market and product changes, is a must. In addition, providing constructive feedback and recommendations on how to improve SBs services and products is valued.

Routine:

The Consultant Customer Service’s main function is to handle customer queries, hand out cheque books, MasterCards, ATM cards, stop payments/stop orders, provisional and collect statements, all functions which need to be conducted in line with very specific laid down procedures. Excellent customer service stems from doing things right the first time – an eye for detail is, therefore, imperative.

Job Vacancy 3:Head Service Centre

Position Description

Head Service Centre:

Most Service Centres offer the same functionalities, products and services as a full Branch only on a smaller scale, therefore the Head Service Centre needs to have the knowledge and experience to manage complexities that range from people management, customer service and treasury management to the physical security of the Centre and its staff.

People Management:

The most important aspect of this job is the ability to lead a small team that is responsible for the full service and sales offering. The Head Service Centre’s day begins by understanding all the various complexities of the Service Centre, from secure opening procedures, cash management, telling, enquiries to one of workforce planning, understanding customer arrival patterns and customer behaviour and aligning the tellers and enquiries staff to deliver a consistent customer experience. Due to the fact that the Head Service Centre oversees the full Service Centre offering he/she is also responsible for identifying critical productivity trends and making recommendations around capacity management, including the employment and management of temporary staff. He/She is also responsible for the management of the full Performance Cycle, ensuring that all performance contracts are in place for all staff, regular performance feedback discussion must take place to ensure that the performance is at the required level. In cases where staff do not have the required skills or show competency gaps, the Head Service Centre needs to decide on what training interventions are required to close the skills gaps, he/she also participates in the quarterly Career Management Committee discussions, conduct and lead team meetings and teambuilding sessions.

Customer Service:

Th

e fact that the Service Centre offers the full spectrum of the Banks services and products, customer service must be at the forefront of the Head Service Centre’s role! The customers last experience is their lasting impression so the Head Service Centre needs to be absolutely passionate about customer service and creating customer delight. He/she must understand and manage the impact of his/her staff on customer expectations. He/she also needs to identify trends and opportunities that should be referred to management as possible migration and or sales opportunities.

Position Requirements

Product Knowledge:

Although the Service Centre reports into the main branch and often does not have its own sales and service targets, it still remains responsible for quality sales and lead generation. The frontline roles are the roles that most frequently interact with the customer – all the front line staff need to be geared to identify customer needs and pass on quality leads to the relevant areas! In order to do this the Head Service Centre will guide, coach, develop and support the staff through applying an in depth knowledge of all the Bank’s products. The Head Service Centre will also manage and track cross selling and lead generation opportunities and ensure that the team’s sales and service targets are being met, furthermore he/she will participate in sales and marketing activities when required.

Routine Management:

One of the critical aspects of the Head Service Centre is to take full responsibility for the activities of the Centre’s staff as it relate to routine requirements. He/she must ensure that laid down procedures are being adhered to by all the staff. The Head Service Centre must also be available to conduct customer needs analysis, keep records in terms of the various Financial Industry regulations and take part in any special investigations of losses and/or staff defalcations.

Job Vacancy 4: Officer Administration Support

Position Description

Officer Administration Support:

The Officer Admin Support is responsible for the fulfillment process, administration functions and to ensure that a high level of quality customer service is achieved and maintained. Although this role does not interact on a face to face basis with Customers, the fulfillment area is the engine room where all transactions are actioned and therefore has a direct bearing on quality customer service. Therefore work quality and to deliver against very specific timelines should be the ideal candidate’s absolute passion.

Customer Service:

The most consistent aspect of this job is service delivery A day in the life of the Officer Admin Support begins and ends with the fulfillment of all transactional processes and procedures. Within this context, having a love for, interest in and a tolerance of data, processes and procedures and a eye for detail is key.
The catch phrase “customer care” and customer service are often heard but seldom really experienced. Some people naturally want to and are really talented delivering quality service and products consistently and on time. There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.

Position Requirements

Product Knowledge:

In order for the Support Officer to fulfill on the specific requirements of each product and to provide quality service, it is absolutely critical that he/she fully understands the different products of the Bank. In addition providing constructive feedback and recommendations on how to improve SBs services and products is valued.

Routine:

The Officer Admin Support’s main function is to ensure a high standard of risk control through the appropriate actioning of required reports and adherence to laid down procedures. Excellent customer service stem from support officers doing things right the first time, therefore an eye for detail is very important.

Compliance:

Banks work and operate within a very strict legal framework. The Support Officer needs to know and consistently apply these rules, processes and regulations across products and customers. Often this implies taking the time to explain the “red tape” to customers in a way that makes sense to the customers impacted.
We began this description by speaking about the customer aspect of the role, well compliance can also be applied to people and relationships. Building trust through maintaining high levels of honesty and confidentiality is paramount to the values of the Bank and success of this role.

Job Vacancy 5: Team Lead Customer Services

Position Description

The Team Leader Customer Service:

The key role of the Team Leader, Customer Service in Standard Bank is to lead and inspire a team of front line Team Leaders to consistently deliver exceptional customer service whilst complying with all the routine and laid down requirements of the Bank. With this in mind let’s chat through the key focus areas of the Team Leader, Customer Service.

People Management:

The most important aspect of this job is the ability to lead and inspire a team of frontline Team Leaders. The Team Leader Customer Service’s day begins by understanding all the various complexities of the Branch’s frontline, cash management, telling and enquiries. One of the most important aspects includes workforce planning, understanding customer arrival patterns and customer behaviour and aligning the tellers and enquiries staff to deliver a consistent customer experience. The fact that the Team Leader Customer Service oversees the other full frontline offering implies that he/she is also responsible for identifying critical productivity trends and making recommendations around capacity management, including the employment and management of temporary staff. The Team Leader is also responsible for the management of the full performance cycle, ensuring that all performance contracts are in place for all staff and front line team leaders, regular performance feedback discussion must take place to ensure that the frontline performance is at the required level. In cases where staff do not have the required skills or show competency gaps, the Team Leader Customer Service need to decide on what training interventions are required to close the skills gaps. The Team Leader also participates in the quarterly career management committee discussions, conduct and lead team meetings and teambuilding sessions.

Customer Service:

The majority of the Bank’s customers come into the Branch to conduct transactions at the tellers, and/ or make enquiries. Customer service is, therefore, at the forefront of the Team Leader Customer Service’s role! The customer last experience is their lasting impression, therefore the Team Leader Customer Service needs to be absolutely passionate about customer service and customer delight. He/she must understand and manage the impact of his/her full frontline staff on customer expectations. The Team Leader also needs to identify trends and opportunities that should be referred to management as possible migration and or sales opportunities.

Position Requirements

Product Knowledge:

Although the Teller and Enquiries functions are not specifically responsible for sales in the Branch, the frontline roles are the roles that most frequently interact with the customer. All front line staff, therefore, need to be geared to identify customer needs and pass on quality leads to the relevant areas! In order to do this the Team Leader will guide, coach, develop and support the front line Team Leaders and requires an in depth knowledge of all the Bank’s products. The Team Leader will also manage and track cross selling and lead generation opportunities and ensure that the team’s sales and service targets are being met. He/she will participate in sales and ma

rketing activities when required.

Routine Management:

One of the critical aspects of the Team Leader Customer Service is to take full responsibility for the activities of the frontline staff as it relate to routine requirements. Although the other front line Team Leaders oversee the physically management of the frontline on a day to day basis, the Team Leader Customer Service must ensure that laid down procedures are being adhered to by all the frontline staff. The Team Leader must also be available to conduct customer needs analysis, keep records in terms of the various Financial Industry regulations and take part in any special investigations of losses and/or staff defalcations.

Job Vacancy 6: Team Lead Teller

Position Description

The Team Leader Tellers:

The key role of the Team Leader, Tellers in Standard Bank is to lead and inspire a team of tellers to consistently deliver exceptional customer service whilst complying against all the routine and laid down requirements of the role. With this in mind let’s chat through the key focus areas of the Team Leader, Tellers.

People Management:
The most important aspect of this job is people. A Team Leader Teller’s day begins by understanding the customer arrival patterns, this will determine the number of tellers he/she would need on the frontline at any given point. The fact that the teller role is the entry role into the Bank, the Team Leader is responsible to coach, guide and develop new tellers. Performance contracts need to be put in place with each team member and regular performance feedback discussion must take place to ensure that the teller’s performance is at the required level. In cases where tellers do not have the required skills or show competency gaps, the team leader needs to decide on what training interventions are required to close the skills gap. As the leader of the teller team, the necessary employee administration also needs priority from attendance registers to leave and sick leave!

Customer Service:

The largest number of Bank customers come into the Branch to conduct transactions at the tellers. Customer service is, therefore, at the forefront of the Team Leader Teller role! The last experience of the customer is the lasting impression, therefore the Team Leader Tellers needs to understand and manage the impact of his/her tellers on customer expectations. The Team Leader also needs to identify trends and opportunities that should be referred to management as possible migration and or sales opportunities.

Position Requirements

Product Knowledge:

Although the teller function is not a sales role, the teller is the role that most frequently interacts with the customer. The teller function needs to be geared to identify customer needs and pass on quality leads to the relevant areas! In order to do guide, coach and develop the tellers, the Team Leader tellers needs an in depth product knowledge.

Cash Management:

One of the critical aspects of the Team Leader Tellers is to take responsibility for the Bank’s cash assets, although the teller physically manages the cash on a day to day basis, the Team Leader must ensure that laid down procedures are being adhered to by all the tellers. The Team Leader must also be available to authorize transactions that fall outside the mandate of the tellers.

Compliance:

Banks work and operate within a very strict legal framework. Due to the fact that the teller function works with money and other high risk payment instruments the knowledge around the compliance aspect of the business is paramount. In order for tellers to grasp and comply with the various rules, processes and procedures, the team leader needs to ensure that his/her team is 100% up to speed with the requirements and are acting accordingly, in cases where they are not the team leader will coach, train and guide them to the point where they understand it fully.

Job Vacancy 7 :Teller

Position Description

THE TELLER:

What does it mean to be a Teller within SB? They are most often the first point of contact for our clients – the face of the Bank, so one can understand the importance of this role in maintaining and growing the reputation and brand of the Bank. With this in mind lets chat through a ‘day in the life’ of a Teller.

Customer Service and Care

The most consistent aspect of this job is people. A day in the life of a Teller begins and ends with interacting with and serving the Bank’s customers. Within this context, having a love for, interest in and tolerance of people of all ages, races, convictions and attitudes is key. This obviously requires that you stand for most of the day so physical wellness is a must.
The catch phrases ‘customer care’ and customer service’ are so often heard but so seldom really experienced. Some people naturally want to, and are really talented at making others feel acknowledged, listened to, valued and heard. There are many ways of doing this but the result of friendly, competent and efficient service is always the same, a happy and loyal customer.

Please note: In addition to the above, Sr Teller will also provide assistance to less experienced teller staff. Another major function is to assume the role of a Teller Supervisor in his/her absence.

Position Requirements

Product knowledge

You cannot offer great customer service without a powerful product, or as with SB, a range of products. The Teller plays a variety of activities such a receiving deposits and managing withdrawals. They also play a critical referral role as they are involved in identifying customer needs and need to know the Bank and its products well enough to refer them to the right person. This is referred to as ‘lead generation’, a role which our best Tellers excel at.
Having the ability and desire to keep up to date with the market and product changes is a must. In addition, providing constructive feedback and recommendations on how to improve SB’s services and products is valued.

Would you prefer a role which provides you with clear guidelines? Do you enjoy an organised approach to life? If so then the next 2 role requirements may come naturally to you.

Cash Management

The Banks main function is to safeguard and grow the assets of its customers. Managing, monitoring and accounting for the different forms of money that flow through your till is key to the role of the Teller. A love of ‘precision’ and a desire to be accurate are key to succeeding in this role.

Compliance

The Bank works within a clear and strictly applied legal framework. The Teller needs to know and consistently apply these rules, processes and regulations across products and customers. Often this implies taking the time to explain the ‘red tape’ to the customer in a way that makes sense to the customer impacted.

We began this description by speaking about the people aspects of this role. Well, compliance can also be applied to people and relationships. Building trust through maintaining high levels of honesty and confidentiality is paramount to the values of the Bank and success of this role.

CLICK HERE TO APPLY FOR ANY OF THE ROLEFor multiple roles, please submit separate applications for each position you are interested in.

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United Bank for Africa Plc (UBA) is currently recruiting
United Bank for Africa Plc (UBA) Job Title : Recovery Officer
United Bank for Africa Plc (UBA)
United Bank for Africa Plc (UBA) Job Code : UBA/GRO/0009
United Bank for Africa Plc (UBA) Job Workgroup/Family : Group Risk Office
Business unit : Remedial Management & Credit Recoveries
Location : Nigeria[Head Office]
Number of Positions : 1
Reporting Line : Zonal Head, LAGOS Central Zone
Supervises : N/A
Grade : BO-SBO
Overview/Preamble :
 Recovery of Loans from Indebted customers
 Management of Memorandun and Loan Loss data base
 Reviewing & Processing Loan repayment proposals

United Bank for Africa Plc (UBA) Job Description:

-Assist in the recovery activity in the zone
-Management of debt portfolio in assigned United Bank for Africa Plc (UBA) branches
-Processing of repayment proposals from relevant United Bank for Africa Plc (UBA) branches
-Collation of data and rendition of monthly debt recovery reports
-Achieve United Bank for Africa Plc (UBA) recovery target in line with advised budget from the Zonal Head
-Daily recovery calls and daily call memo’s evidencing visit made shall be prepared and filled in each customer’s file
-Forward weekly activity reports and action plan to the United Bank for Africa Plc (UBA) Zonal Head every Friday latest 12 noon
-Submit weekly recovery figures as against projected target and the expected run rate and variance to the United Bank for Africa Plc (UBA) Zonal head latest 12 noon
-Submission of monthly target accounts and projected monthly recoveries on the accounts
-Ensuring 100% coverage of all accounts in branches assigned

-Monthly submission of challenges, recommended solutions and strategic initiatives

-Manage relationship with debtor customers in conjunction with the United Bank for Africa Plc (UBA) Zonal head e.g. request for interest concession/waivers, write off request, restructuring of accounts etc
-Monthly appraisal of debt recovery agents performance e.g. review agents’ recovery reports against performance and recommend for exit or continued

Educational Qualification : Any
Qualifications Grade : Second(Lower)
Course Studied : Accounting and Business
No of Years of Experience : 2 years
Closing Date Tuesday June 23, 2009

CLICK HERE TO APPLY FOR United Bank for Africa Plc (UBA) JOB

United Bank for Africa Plc (UBA) Job Title : Retail Analyst
United Bank for Africa Plc (UBA) Job Code : UBA/GRO/0008
United Bank for Africa Plc (UBA) Job Workgroup/Family : Group Risk Office
Business unit : Remedial Management & Credit Recoveries
Location : Nigeria[Head Office]
Number of Positions : 1
Reporting Line : N/A
Supervises : N/A
Grade : ABO-BO
Overview/Preamble :  Restructuring non-performing loans into performing status  Timely resolution of problem loans

United Bank for Africa Plc (UBA) Job Description:
 Managing Relationship with delinquent Retail accounts
 Restructuring Retail facilities
 Implementation of approved restructuring strategies
 Preparation of comprehensive status report on assigned portfolio
 Collateral evaluation and inspection

Educational Qualification : Any
Qualifications Grade : Second(Lower)
Course Studied : Economics
No of Years of Experience : 2 years
Closing Date Tuesday February 23, 2010

CLICK HERE TO APPLY FOR United Bank for Africa Plc (UBA) JOB
click here to visit Naijaloft for more information

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Candidates are expected to have the relevant banking/operational experience in order to apply and be considered for any of the positions.

The opportunities are listed below:

Senior Management Jobs in Union Bank

1. Relationship Managers, Corporate Banking (Ref. 001/CB)
Reports to: HoD, Corporate Banking

Requirements

A good first Degree in any discipline, post graduate degree will be of advantage
Minimum 5 years relevant experience
Specialized skills in aviation / maritime / telecoms / energy / infrastructure and financial institutions is an added advantage
2. Unit Head, Business Process Management (Ref. 002/QA)
Reports to: HoD, Quality Assurance

Requirements

First Degree in a numerate
A Master Degree is an advantage
Minimum 12 years relevant experience
3. Team Leads, Quality Monitoring (Ref. 003/QA)
Report to : Head, Field Monitoring

Requirements

A good first Degree in any discipline, post graduate degree will be of advantage
Minimum 8 years relevant experience
Very strong analytics, and data capture skills
4. Process Subject Matter Experts (Ref. 004/QA)
Reports to: Head, Business Process Improvement Unit

Requirements

First Degree in any discipline, A Law or masters degree is an advantage
Good understanding of core BPI elements – process definition, measurement, analysis, improvement & control & tools 0- and effectively function to improve internal process efficiency in respective process areas
Minimum 10 years relevant experience in a fiancé – related organisation
5. Team Leads, Complaints Management (Ref. 005/QA)
Report to: Head, Complaints Management

Requirement

First Degree in any discipline, A Law or masters degree is an advantage
Very strong analytics, banking operations, inspection and investigative skills.
Minimum 10 years relevant experience in a fiancé – related organisation
6. Quality Assurance Officers (Ref. 006/QA)
Report to: Team Heads, Quality Assurance

Requirement

First Degree in any discipline, Masters degree is an advantage
Very strong customer service soft skills, including complaints resolution skills, data gathering.
Minimum 2 years relevant experience in a fiancé – related organisation
7. Internal Control Officers (Ref. 007/IC)
Report to: HoD, Internal Control

Requirement

A Minimum of a good First Degree in any discipline
Relevant professional qualification such as ACA, ACCA and / or CFA.
Minimum 5 years relevant experience in a reputable bank as an internal control officer.
8. IT Audit Officers (Ref. 008/IC)
Report to: Head, IT AUdit

Requirement

A good first Degree in Banking and Finance, Accounting or Computer Science.
Possession of CISA (Certified Information system Auditor) certificate will be an added advantage.
Minimum 5 years relevant experience in a reputable bank / institution and IT Audit.
9. HR Generalist & Specialists (Ref. 009/HR)
Report to: HoD, Human Resources

Requirement

A minimum of a good first Degree in any discipline
Minimum 6 years relevant experience for Generalist roles and 12 years relevant experience specialist roles.
GENERAL SKILLS REQUIRED

Good Computer Literacy
Excellent Oral & Written Communication skills
Strong Negotiation Skills
Analytical and Problem solving skills
Leadership / Supervisory Skills
METHOD OF APPLICATION

Email your CV as an attachment to recruitment@unionbankng.com

In addition, applicants are required to provide the following information in a row within an Excel spreadsheet in the order stated below:

Position Reference Number
Name
Years of post qualification experience
Years of banking experience
Current employe
Current role
Graduate Qualification (Degree, Course & Institution of study)
Post Graduate Qualification (Degree, Specialty & institution of study)
Professional Qualification
Deadline is 28th April 2009.

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The Central Bank on 20th febuary, 2009 restored the operating licence of Savannah Bank, calling on the managers of the bank to take necessary measures to re-open the bank to the public as soon as possible.

Savannah Bank is now recruiting Graduates and Experienced Professionals at all levels.

Passion for what they do is what makes them different. Their people have a genuine commitment to their service culture.

Their working environment is often described as both challenging and rewarding.

Graduates and Experienced Bankers are welcomed to submit their resume online to signify an interest in joining our bank.

Click here to apply online.

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FROM NAIJAWEB 2008/2009 GRADUATE RECRUITMENT Union Bank of Nigeria Plc is committed to the implementation of Corporate Governance best practices and to this end we have aligned our recruitment focus to attract young talented graduates that would join this prestigious team of champions of integrity, credibility, accountability and transparency. The bank seeks intelligent, creative and dynamic graduates to fill positions in various divisions, and across various states of Nigeria. TO QUALIFY:You must be under the age of 30 by the 29th day of August, 2009. You must have completed your NYSC with a discharge certificate. You must have a University Degree (1st Class, 2:1, 2:2, HND Upper Credit) A Masters Degree would be of advantage A Professional Qualification is also a plus. click here for more details

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