Senior Customer Service Assistant – Kasama Bayport Financial Services (Z) Limited

JOB SUMMARY

Reporting to the Branch Head, the Senior Customer Service Assistant (SCSA) is the primary contact person between Bayport and the Client. He or she interacts with the clients on the Bayport portfolio to educate them about the various products the company has to offer. The SCSA advises customers on the loan issuance process, requirements, the different products offered by the institution and ensures that all necessary procedures as outlined by the company are adhered to before issuing a loan.

JOB SPECIFICATIONS

The jobholder will be responsible for all the deposit mobilisation activities including but not limited to the following:

Loan Generation

• To accurately create the customers’ loan account in the system by capturing accurate information
• To collect, compile and process documentation required for issuing loans
• To accurately complete the loan applications and send them to the Credit Assessment Unit

Quality Assurance

• To ensure that the client signs and submits all requisite valid documentation for the loan issuance process
• Ensure that Clients’ documents are checked and verified for completeness

Cash Management 

• To pay out cash to clients whose loans have been approved
• Reconciliation of cash and daily reports
• Receive cash payments from clients and issue out receipts
• To conduct daily cash reconciliations and cash verifications
• Keep cash secure at all times and maintain high level of safety
• To ensure that the cash management procedures are adhered to at all times

Exceptions and refunds handling

• To raise exceptions and refund requests correctly and attach the supporting documentation.

Mobile operations

• Act as the Team leader for the mobile operations and must ensure that the team achieves and exceeds targets for mobiles
• Ensure that the mobile checklist is completed to ensure that they have all the requirements

Customer Service

• Ensure that excellent Customer service is given to all clients
• Management of suggestion boxes.
• Ensure that all Client queries are escalated to the Branch Operations Supervisor and/or Branch Manager.

Operational Excellence

• Excellent Records management skills
• Preparation of the daily transaction reports
• Preparation of the call reports after every marketing activity
• Must accurately prepare petty cash reconciliations

MINIMUM ENTRY REQUIREMENTS

• Bachelor’s Degree in Banking, Business or related discipline
• Experience in the financial service industry or in a sales role will be an added advantage

OTHER SKILLS AND ATTRIBUTES

• Computer literacy
• Excellent communication, interpersonal and organization skills
• Good numerical skills
• Excellent sales and negotiation skills