Agent Banking Jobs at Service And Training Officer JobsDfcu Bank

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Job Title ⇒ Agent Banking - Service and Training Officer
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Organization ⇒ DFCU Bank
Duty Station ⇒ Kampala, Uganda
Reports to ⇒ Senior Manager- Agency Banking
About US ⇒
DFCU Bank is a fast growing commercial bank offering a variety of innovative
products and services. DFCU Limited was started by the Commonwealth
Development Corporation CDC of the United Kingdom and the Government of
Uganda through the Uganda Development Corporation UDC under the name of
Development Finance Company of Uganda Limited. Later restructuring brought in
DEG of Germany and International Finance Corporation IFC as equal partners
with CDC and UDC, each having a 25% stake in the company. Its objective was to
support long-term development projects whose financing needs and risk did not
appeal to the then existing financial commercial lending institutions.
Job Summary ⇒ Reporting to the Senior Manager- Agency Banking, the Agent
Banking - Service and Training Officer will be responsible for supporting the
implementation of the training curriculum to Agents and Staff in a bid to
increase, retain and motivate dfcu’ s Agents and customers as well as ensure
consistent positive service to the customers and agents.
Key Duties and Responsibilities
⇗ Coordinate the implementation of the Agent banking curriculum to Agents as
well as front line branch and regional office staff to offer services as per
BOU prudential guidelines and Bank’s requirements.
⇗ Collate training evaluations to understand the training effectiveness to
support maintenance of the training curriculum.
⇗ Develop orientation / training curriculum for all new products and services
and ensure all staff and agents are trained on the new products and services.
⇗ Coordinate with call centre team to identify and analyse different customer
queries / complaints and coordinate with necessary stakeholders to resolve
within agreed TAT.
⇗ Conduct mystery shopping for purposes of informing and enriching agent
banking customer experiences through process review and training.
⇗ Support formulation and implementation of recognition programs and service
awareness campaigns to promote a customer Service culture that motivates dfcu’
s Agents.
⇗ Gather and consolidate customer feedback from agents and other stakeholders
on service or system developments, processes and procedures and advice on
improvements.
⇗ Consolidate training and customer service reports for submission to BOU as
per the reporting guidelines.

Qualifications, Skills and Experience ⇒
⇗ The ideal candidate for the DFCU Bank Agent Banking - Service and Training
Officer job must hold a Bachelor’s Degree preferably in a Business-related
field.
⇗ Having done a Trainer of Trainees training will be an added advantage.
⇗ Five years of working experience with at least 3 years in the Banking
Industry.
⇗ Reporting and Presentation skills.
⇗ Computer Proficiency especially with Excel, Word, PowerPoint.
⇗ Knowledge of bank products, processes, and procedures in order to
effectively conduct trainings and cross sale to customers.
⇗ Good communication and training skills, excellent customer service skills
in order to handle customers effectively and efficiently.
⇗ Excellent Communication, interpersonal and sales skills.
⇗ Mature disposition in the handling of external stakeholders.
⇗ Customer service oriented in order to handle customers effectively and
efficiently.
How to Apply
All suitably qualified and interested candidates are encouraged to send
applications with detailed CV’s including present position and copies of
relevant professional/academic certificates University Transcript, O and A
level to the email address indicated below; Vacanciesbank@dfcugroup.com
Deadline 3 rd March 2021

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Email⇒Vacanciesbank@dfcugroup.com
URL⇒Link

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Brown Alex Wednesday 24 February 2021 Employment opportunities at Kampala Jobs in Kampala Service And Training Officer JobsDfcu Bank Uganda Jobs