Customer Experience Assistant (CEA)

Job Purpose

The Customer Experience Assistant is responsible for processing customer instructions efficiently, supporting branch operations, maintaining high service standards, and ensuring effective communication between customers and bank departments. The role also involves handling customer feedback, supporting sales growth, and contributing to overall customer satisfaction.

Key Responsibilities

Service & Operations

Promptly process customer instructions and requests
Train new staff and maintain positive working relationships within the branch
Liaise with internal departments regarding customer queries and letters of instruction
Ensure banking stationery (slips, brochures, product pamphlets) is available and properly displayed
Channel customer feedback to the call centre for action and follow-up

Financial & Business Growth (10%)

Ensure timely revenue collection to avoid revenue leakage (commissions and charges as per tariff)
Cross-sell bank products and services to existing and potential customers
Collect and follow up on sales leads to ensure conversion
Achieve personal sales targets and support branch sales promotions
Manage operational costs, especially cash-handling related expenses

Customer Experience (10%)

Maintain high customer service standards at all times
Log customer enquiries and complaints into CRM within agreed turnaround time
Monitor transaction turnaround times to ensure efficient service delivery
Follow up on customer queries and provide timely feedback
Stay updated on bank products to provide accurate customer guidance and cross-selling
Ensure smooth counter service and minimize queues

Learning & Growth (5%)

Engage in continuous learning through training and e-learning
Participate in internal and external training programs
Comply with leave policies, including mandatory block leave requirements

Job Specifications

Education

University degree or equivalent qualification

Experience

Minimum 2 years’ experience in branch service operations or customer service
Basic knowledge of MS Office applications

Key Stakeholders

Internal

Branch staff
Relationship managers
Bank departments and employees

External

Customers

Decision Making

Operates within approved bank policies, procedures, and authority limits
Follows NCBA Bank authorization matrix

Core Competencies (NCBA Bank Values)

Driven: Results-oriented, proactive, and ambitious
Open: Transparent, honest, and inclusive communication
Responsive: Fast, customer-focused, and solution-oriented
Trusted: Ethical, accountable, and reliable

Technical Competencies

Strong interpersonal and communication skills
Customer service and relationship management skills
Knowledge of banking products and services
Understanding of banking policies and compliance requirements
Ability to work effectively in a team-oriented environment

Behavioral Competencies

Results-oriented with strong performance focus
High integrity and personal ethics
Strong communication and interpersonal skills
Ability to work in teams and lead where necessary

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY

To apply for this job please visit ncbagroup.co.tz.

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