23^rd March 2023

EMPLOYMENT OPPORTUNITY

Customer Service Associates/ Tellers

Urwego Bank Plc provides financial services to the people of Rwanda motivated by Jesus Christ’s call to serve those in need. Its mission is to achieve economic spiritual transformation in the lives of the underserved, using financial services and tested trainings as we share Jesus Christ’s love. Urwego Bank wishes to recruit Three (3) qualified, competent, committed, and initiative-taking Tellers/ Customer Service Associates to support the sales business in different Branches and credit offices of Urwego bank Plc as indicated below.

Service:  Business

Department: Service Delivery Department

Reporting to: Sales Team leader

CUSTOMER SERVICE ASSOCIATES (CSA)/ TELLERS

FULL JOB SUMMARY 

Customer Service Associate is an especially critical position for Urwego Bank as it is its first point of contact with customers. A CSA should have good customer care and help make the Urwego banking hall an easy and welcoming place for its clients. The CSA role is synonymous with the Teller role.

RESPONSIBILITIES 

Account Opening

• Explain to customers in detail all the Bank’s products and services available to them to assist them in making a choice.

• Assist customers in opening new accounts, such as completing and capturing the CIF, ensuring initial deposit is taken, image capture and fingerprint registration; whilst ensuring all documents are submitted in proper form and are authorized before proceeding to open the account.

• Ensure that all account opening, and general bank transaction follow the policy and Know Your Customer and Anti Money Laundering instructions.

• Promote and cross-sell the Bank’s products and services by assisting customers in their selection to meet their needs.

Teller Operations

• Cash withdrawals upon confirming that all necessary documents are in proper form and are within authorized limits; make decisions and/or refer when questionable items are presented for cashing.
• Scrutinize & receive cash and cheque deposits; make decisions and/or refer when questionable items are presented.
• Balance cash drawer daily and verify cash being returned to the vault and ensuring that any shortages/overages are immediately reported, forms completed, and Cash Analysis prepared where applicable.
• Process and file Fixed deposits (creation, liquidations, early maturations, and roll-overs)
• Perform remittances transaction through RIA, Moneygram and Western Union
• Function as an agent for mobile network operators on behalf of the bank like Tigo cash and MTN mobile money

General Enquiries & Customer Service 

• Process account activities, determine balances, and resolve customer complaint within given authority.
• Provide elevated levels of customer delight in all capacities as a multi-skilled CSA and to take initiative in resolving problems and handling tasks within given authority.
• Help customers to fill in forms, provide basic information related to all services that the bank offers such as loans and arrange appointments with sales officer to proceed with new loan application.

Other tasks

• Prepare reports of all the account opened, fund transfer transaction, process salaries term deposit and arrange for cheque clearing to be entered and presented for clearing on timely manner.
• Filing of documents such as deal slips, CIF’s, transfer forms and vouchers.
• Participate in assuring quality control regarding audits and certifications (such proper handling of records and stamps, adherence to procedures, maintenance of up-to-date registers and records)
• Function as steward of the bank’s resources and be conscious and alert supervisors of any attempt of misuse of the bank’s assets by staff or clients.
• Provide support to all assigned areas of branch operations where service or assistance is needed.

Competencies 

Customer Orientation – Embodies a strong customer orientation and seeks new and better ways to serve end clients.

Good Communicator – Communicates well, both verbally and in writing. Effectively conveys and shares information with others. Presents ideas clearly and concisely.

People Skills – Maintains positive working relationships with individuals and teams at all levels of the organization.

Compliance to Policy and Procedure 

Maintain a copy of valid policy and procedure manuals for the critical processes associated with service delivery. 

Regulatory Alignment

Ensure adequate knowledge of regulatory requirements on account opening and general banking operations.

QUALIFICATIONS

• Personal confession of faith in Jesus Christ and commitment to the mission and vision of Urwego Bank Plc
• Bachelor’s degree in business, accounting, or related field
• Ability to source, negotiate and manage partnership agreements.

Please submit the following documents to [email protected]. Please send the documents as one folder with the position you are applying for as the subject.

In your application, please indicate exactly which branch you would like to work.

• Motivation/application letter explaining your suitability for the position.
• Curriculum vitae (CV) and a copy of academic documents.
• Two referees that are not blood relatives with their full address/contact.
• Notarized Academic Documents
• Recommendation from your church pastor or priest whichever applies.

• Copy of your National ID
• Statement of Faith.
• Criminal Record Form from Irembo.

Deadline for application: Friday 7^th April 2023. 5 PM

Applicants should preferably be residents in the areas where the job is located.

Only shortlisted Candidates will be contacted for the test and interview. 

Thank you.

Urwego Bank PLC

Management