Customer Service Officer

Job Opportunity: Customer Service Officer — United Bank for Africa (UBA) Tanzania

Position Overview

• Employer: United Bank for Africa (UBA) Tanzania
• Division/Department: Operations
• Reporting To: Customer Service Manager
• Application Deadline: 08th November 2026

Objective

• Responsible for maintaining regular contact with both new and existing customers to support routine account management activities.
• Ensure all customer accounts are properly documented and updated in accordance with organizational requirements.
• Provide customers with clear and timely information to enhance their awareness and understanding of the bank’s products and services, helping them make informed financial decisions.

Key Responsibilities

• Branch Operations & Implementation: Ensure effective and efficient implementation of bank-wide policies regarding branch operations.
• Customer Support & Service Delivery: Ensure effective and timely service delivery with a customer-friendly disposition. Maintain agreed Turnaround Times (TAT).
• Account Services: Review account opening documents, ensure timely account opening, and process account management, reactivations, and dormant account activations.
• Transaction Processing: Acknowledge MICR cheques issued on the system, process customer cheque and card requests, process standing instructions, print off-cycle statements, and maintain up-to-date transaction registers.
• Reporting & Control: Prepare and render timely reports and customer statements, respond promptly to reference letters, and ensure adequate controls over records with zero fraud/error rates.
• Cross-Selling & Digital Banking: Actively cross-sell bank products (such as MoneyGram, Western Union, agency banking, POS, FX, VPP, prepaid cards, and remittances) and promote digital banking adoption (LEO, internet banking, mobile banking) to all clients.

Key Performance Indicators (KPIs)

• Maintenance of agreed TAT in line with defined service levels.
• Number of outstanding account opening documentation not duly completed by the designated officer.
• Number of customer complaints / customer satisfaction survey scores.
• Cheque book maintenance and accuracy.
• Audit and Inspection Report ratings of branches.
• Operational loss levels and adherence to cash-on-premises limits.
• Number of policy breaches, regulatory infractions, and branch frauds.
• Dormant account activations, digital banking equipment usage rates, and cross-selling performance.

Qualifications & Requirements

• Minimum Education: Degree with a minimum of Second Class (Lower Division) or its equivalent from a recognized and accredited university.
• Secondary Education: Applicants must possess a minimum of five (5) O’Level credits obtained in not more than two sittings, including credit passes in Mathematics and English Language.

 Key Competency Requirements

• Knowledge Areas: Good knowledge and understanding of banking operations, product knowledge, customer services, operational/credit/regulatory risks, and strong control sense.
• Skills & Competencies: Excellent customer service orientation, smart appearance, high level of integrity, strong communication and selling skills, attention to detail, good interpersonal skills, fast and error-free processing, and problem-solving abilities.

📩 How to Apply

1. A detailed CV
2. A Cover Letter
3. Copies of all academic certificates