Customer Services Officer for Kabul

Bank-e-Millie Afghan (BMA) is the foremost first financial institution of Afghanistan established in 1933. Similarly, it was the first financial institution established in a public-private partnership set up with a 72% share held by the private sector. As the first bank in the country, BMA introduced formal banking services to the people and government of Afghanistan. Since then, the bank’s competitive strength and ongoing market leadership philosophy lays in its strong capital base and proven trustworthiness. In 1976, it was fully nationalized by the government of Afghanistan. Since its establishment, BMA has been a leading bank in providing modern and secure banking services. Securing depositors' funds is the top priority of the bank. At the same time, the bank is contributing considerably to the development of manufacturing, agriculture, services, and international trade in the country. BMA is operating based on strong corporate governance principles, financial risk management, and strict compliance to keep its credibility and trust. At present, BMA has 17 City Branches including the HQ and 4 Counters in Kabul, 22 Provincial Branches and 3 Counters accompanied by a broader outlook and prospect for growth and expansion in near future, and equity investments in the USA and England.

The Customer Services Officer (CSO) is responsible for providing products and services to Customers of Bank-e-Millie Afghan (BMA). This role involves addressing customer inquiries, resolving issues, and promoting banking products and services. The CSO will play a key role in enhancing customer satisfaction and loyalty through effective communication and service delivery.

Key Duties and Responsibilities:

1. Customer Interaction:

• Serve as the first point of contact for customers, addressing their requests and inquiries promptly and professionally.
• Provide information about bank products and services, assisting customers in making informed decisions.

2. Account Management

• Assist customers with account-related inquiries, including balance inquiries, transaction details, and account openings/closings.
• Ensure that customer information is accurately recorded and updated in the bank's systems.
• Support CSRs in customers opening new accounts and closing existing accounts.
• Checking and verifying accounts, products, and services as per operations and compliance policy and guideline.
• Ensures that proper documents obtain form the customers while opening accounts.
• Verification of Transactions as per Delegation of Power Policy.
• Process customer remittance transactions as per operation Policy and procedures.
• Implement the process of re-KYC and review customer KYC (AOF and CIF) as per the re-KYC process instruction.
• Process of cheque book in cheque book register and collection of cheque book).
• Verification of sign and photo of the customer in system.
• Ensure the original seen stamp has affixed on the copy of customer documents after checking the original documents (Tazkira or passport).
• Confidentiality of customer account and personal information.
• Processing Customer Transferee Transactions (Account to Account)
• Activation of All Services to customers as per related procedure

3. Problem Resolution

• Handle and resolve customer complaints and issues in a timely manner, ensuring customer satisfaction.
• Escalate complex issues to the relevant departments when necessary.

4. Product & Services Knowledge

• Maintain in-depth knowledge of the bank's products, services, and promotions; educate customers about features and benefits.
• Provide all relevant information regarding the types of the accounts to the customers while opening accounts to the customers.
• Actively promote the bank's products and services to customers, identifying opportunities for cross-selling and upselling.
• Educate customers about the benefits and features of various banking products

5. Document & Record Management

• Ensure proper documentation for customer interactions and transactions, maintaining confidentiality and compliance with bank policies.
• CSO have responsibility of branch Archive management, daily transactions report Preparation, and branch all register books maintaining.

6. Customer Feedback

• Gather customer feedback and suggestions to help improve service delivery and customer experience.
• Contribute ideas for service enhancements and process improvements.

7. Team Collaboration

• Collaborate with other team members and departments to ensure a cohesive approach to customer service and branch operations.
• Support the development of a customer-centric culture within the branch.

8. Administrative/Operation Support

• CSO has responsibly to assist the branch manager in daily operations and administratively tasks.
• When the Branch Manager/Deputy Branch Manager is unavailable/absent, assume their responsibilities, ensuring continuity in branch operations and customer service or those branches which has not deputy branch manager the CSO is back-up in absence of BM.
• Act as the main point of contact for customers in the Branch Manager's absence, addressing their concerns and resolving issues.

9. Compliance and procedures

• Adhere to bank policies, procedures, and regulatory requirements in all customer interactions.
• Participate in training programs to stay updated on product knowledge, policies, and industry regulations.

10. Punctuality. (Follow official working time schedule properly).
11. Behave in a professional way with all the colleagues and customers of the branch.
12. Any other task assigned by Line Manager or will be assigned other duties and responsibilities as may be required to meet the goals and objectives of the bank.

Education: Bachelor’s degree in business administration, Economics, banking and finance and master’s degree is preferred.

Experience: 3 year of experience in customer services, preferably in the banking or financial services industry.

Skills and Competencies:

• Communication Skills: Excellent verbal and written communication skills in Dari, Pashto, & English; ability to communicate effectively with diverse customers.
• Interpersonal Skills: Strong interpersonal skills with a customer-oriented attitude; ability to establish rapport and trust with customers.
• Technical Skills: Proficient in using banking software and Microsoft Office Suite; ability to learn new systems quickly.
• Problem-Solving: Strong analytical skills with the ability to resolve issues efficiently and effectively.
• Team Player: Ability to work collaboratively in a team environment while also being self-motivated.

Qualified and interested applicants are encouraged to apply online through the BMA Job Portal at https://jobs.bma.com.af before the closing date.

Only shortlisted candidates will be contacted for further process.