Job Summary

As a Universal Banker based in our Kampala office, you will play a crucial role in delivering world-class, one-stop customer service by efficiently managing various transactional processes. Your responsibilities will include the timely processing of customer instructions such as Telegraphic Transfers, Electronic Funds Transfers, and Real Time Gross Settlements. Additionally, you will handle the issuance of customer drafts, cheque books, Visa cards, and counter cheque leaves in compliance with our established banking procedures. You will also oversee the management of captured cards under dual control, manage stop payment instructions, and resolve queries related to our Retail Banking product range for both internal and external customers. As a joint custodian for the vault, you will ensure proper cash management adhering to our strict security and procedural guidelines.

This role demands a strong commitment to accuracy, attention to detail, and a customer-centric approach, ensuring all services are delivered promptly and professionally. Your role will be instrumental in supporting the bank’s reputation for excellent service quality and operational efficiency, contributing to a seamless client experience across all channels.

Key Responsibilities

Service Delivery and Customer Experience

You will provide effective, efficient, and superior service to all customers by managing and optimizing workflow for enhanced operational efficiency. Ensuring that customer queries and complaints are answered within specified turnaround times will be essential, along with maintaining full coverage of front office desks to guarantee seamless customer interactions. You will manage queue or Quematics systems to facilitate orderly service flow and support the migration of clients to online platforms to enhance digital engagement. You will consistently demonstrate professionalism and embody branch values, striving to maintain our position as the number one bank in quality service. Service recovery will be a core part of your role, turning challenging situations into positive customer experiences through empathetic and responsive communication. Upholding the standard of cleanliness and neatness in the banking hall will also be part of your remit.

Operational Excellence and Issue Resolution

You will actively identify and escalate operational issues and diligently record all customer complaints in the Customer Experience Management System (CEMS), ensuring that exceptional investigations are resolved efficiently by liaising with relevant departments. Maintaining high product and service knowledge among service staff and ensuring their adherence to grooming and service standards will be vital to delivering personalized and knowledgeable customer interactions.

Sales and Referrals

Identifying opportunities for cross-selling bank products such as deposits and unsecured loans will be key. You will collaborate closely with the Affluent Acquiring team, Business Development Executives (BDEs), and Relationship Managers (RMs) to refer prospects, contributing to the bank’s growth objectives.

Skills and Experience

Successful candidates will demonstrate excellent communication skills with the ability to engage effectively across diverse customer groups and internal teams. Analytical abilities are critical for problem-solving and making informed decisions that positively impact service delivery. Leadership qualities, even in a non-managerial role, will support collaboration and drive in managing operational priorities. You should be adept at managing stressful situations with composure and efficiency, employing strong stress management techniques to maintain performance standards. The ability to collaborate seamlessly across departments and make sound decisions under pressure is essential to delivering excellent customer service and operational outcomes.

Qualifications

Educational Requirements

Candidates are expected to be university graduates or possess an equivalent level of education.

Training and Knowledge

Completion and successful passing of the Universal Banker training program is mandatory, providing foundational knowledge in transaction processing and customer service guidelines. A solid understanding of banking transactions, products, and the associated operational workflows is required to ensure compliance and service excellence. Previous relevant work experience within the banking industry or financial services will be advantageous. Strong communication and interpersonal skills are essential to interact effectively with customers and colleagues alike.

Language Requirements

Proficiency in English is necessary to perform this role successfully, ensuring clear communication in a multinational banking environment.

• Provide effective, efficient, and superior service to all customers by managing and optimizing workflow for enhanced operational efficiency.
• Ensure that customer queries and complaints are answered within specified turnaround times.
• Maintain full coverage of front office desks to guarantee seamless customer interactions.
• Manage queue or Quematics systems to facilitate orderly service flow.
• Support the migration of clients to online platforms to enhance digital engagement.
• Consistently demonstrate professionalism and embody branch values.
• Perform service recovery, turning challenging situations into positive customer experiences.
• Uphold the standard of cleanliness and neatness in the banking hall.
• Actively identify and escalate operational issues.
• Diligently record all customer complaints in the Customer Experience Management System (CEMS).
• Ensure exceptional investigations are resolved efficiently by liaising with relevant departments.
• Maintain high product and service knowledge among service staff.
• Ensure adherence to grooming and service standards.
• Identify opportunities for cross-selling bank products such as deposits and unsecured loans.
• Collaborate closely with the Affluent Acquiring team, Business Development Executives (BDEs), and Relationship Managers (RMs) to refer prospects.

• Excellent communication skills with the ability to engage effectively across diverse customer groups and internal teams.
• Analytical abilities for problem-solving and making informed decisions.
• Leadership qualities to support collaboration and drive in managing operational priorities.
• Adept at managing stressful situations with composure and efficiency.
• Strong stress management techniques.
• Ability to collaborate seamlessly across departments.
• Ability to make sound decisions under pressure.

• Candidates are expected to be university graduates or possess an equivalent level of education.
• Completion and successful passing of the Universal Banker training program is mandatory.
• A solid understanding of banking transactions, products, and the associated operational workflows is required.
• Previous relevant work experience within the banking industry or financial services will be advantageous.
• Strong communication and interpersonal skills.
• Proficiency in English is necessary.