Habro Branch.Customer Experience Officer

Education: BA Degree in Accounting, Management, Marketing, Banking and Finance, Economics or other business related fields.

Experience: Minimum of 2 years banking experience.

            1.Job Objective:

To serve as the primary point of contact for customers at the branch and deliver excellent customer service while actively driving deposit mobilization, FX inflows (MTO, SWIFT, cards, exporters), digital channel adoption, and merchant onboarding support. The role is accountable to build and maintain strong customer relationships, generate leads, and ensure transactions are completed in line with policies and compliance standards.

2. Main Duties and Responsibilities:

• Promote and sell deposit products (savings, current, time deposits, IFB).
• Drive FX inflows (remittances, exporters, MTO flows, card-based FX).
• Enroll customers in digital channels (mobile, internet, ATM, POS) and ensure activation and regular use
• Execute actively upsell and cross-sell relevant products based on customer needs.
• Generate sales leads, follow up, and convert to new business.
• Monitor individual sales targets, report performance, and contribute to branch KPIs.
• Drive actively digital conversion; shifting manual/cash transactions into digital.
• Track and report customer share of digital transactions (per individual and per branch).
• Provide advisory support; guiding customers on digital usage, security, and benefits.
• Maintain relationships with existing customers by offering tailored solutions.
• Prospect merchants in the catchment area and refer them for onboarding.
• Support merchants in transaction capture and issue resolution.
• Promote BoA POS, QR, and e-commerce tools to increase payment volumes.
• Conduct follow-ups on dormant accounts/inactive customers, encouraging digital re-engagement
• Act as relationship officer for assigned customers.
• Ensure timely resolution of complaints and escalations.
• Maintain records of customer interactions in CRM/Salesforce.
• Collect and share insights on competitor pricing, promotions, and products.
• Identify potential customers in catchment area and give input to branch specific acquisition strategies
• Participate in outreach campaigns, events, and market visits.
• Process deposits, withdrawals, account openings, terminations, and service requests.
• Verify KYC, biometric data, and ensure compliance.
• Consolidate daily cash, reconcile, and hand over as per procedure.
• Guide customers on digital and self-service tools.
• Support branch marketing campaigns and report outcomes.
• Ensure transactions are completed in line with policies and compliance standards.
• Perform other related duties as assigned by the supervisor.