Monitoring & Evaluation Officer (4 Job Vacancies)

  Monitoring & Evaluation Officer (4 Job Vacancies)   About the Role GOAL is currently seeking to hire experienced, qualified prof...

2 Fresher Customer Experience Officer Job Positions - PostBank Uganda Ltd (PBU)


Job Title:    Customer Experience Officer (2 Fresher Job Positions)

Organization:  PostBank Uganda Ltd (PBU)

Duty Station:  Kampala, Uganda

Reports to: Manager Customer Experience


About US:

PostBank Uganda Ltd (PBU), a government owned bank regulated by Bank of Uganda under the Financial Institutions Act, 2004. The bank focuses on being the market leader in advancing financial inclusion.


Job Summary:  The Customer Experience Officer will support the Customer Experience Manager with daily complaints handling and ensuring customer issues are closed end to end. .


Key Duties and Responsibilities:

·         Ensuring timely processing of complaints logged and customer feedback forms, by calling customers, escalating to relevant department/individual/branch and contacting the customer with a satisfactory resolution in a timely manner to deliver on Postbank Clients turnaround time.

·         Responding to the queries and/or inquiries as raised using good and correct knowledge of the bank’s products, processes and general information.

·         Resolution of complaints where possible or prompt escalation of complaints to relevant department.

·         Support process improvements to enable complaint prevention and reduction – follow through on quick fixes to ensure gap resolution. For processes which require redesign, contribute insights to process owners, monitor quality and timeliness on enhancements implementation.

·         Prepare regular activity and performance reports on a timely basis for the attention of the line manager and other relevant parties.

·         Ensuring timely data entry on updates of actions taken to resolve the complaint into system/template and contacting the customer to advice on resolution of complaint /feedback, ensuring that the customer is satisfied.

·         Identifying areas of weakness in service quality standards and recommending suitable options to improve the quality of service.

·         Ensure maintenance of a healthy business environment through strict compliance with AML/KYC standards as defined by the Postbank policies and support the bank’s effort in combating money laundering activities by:

·         Reporting suspicious transactions

·         Adhering to the controls & procedures on “Customer Due Diligence” introduced to address money laundering prevention & compliance risk.

·         Participate in initiatives and drive root cause elimination to create magical experiences.

·         Timely response to queries sent through


Qualifications, Skills and Experience:

·         The applicant must hold a first degree in any discipline.

·         One to two years of experience in branch banking in a busy environment

·         Excellent communication, analytical and computer skills/computer literacy

·         Highly customer focused with high level of interpersonal and communication skills – listening, negotiating and training

·         Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels

·         Knowledge of business processing management information systems, banking guidelines and company technology.

·         Good knowledge of core bank product, markets and main competitors.

·         Logical with accurate eye for detail

·         Proactive, flexible and resilient team player

·         High degree of problem solving skills, negotiation skills and customer centric attitude

·         Ability to influence and engage others, including senior managers and support functions

·         Total integrity, clearly thinking and ability to work under time pressures

·         Identifying underlying TCF risks in customer complaints

·         High level of judgement and awareness of group and local TCF and complaints.

·         Knowledge of bank products and services

·         Relevant practical training in basic banking.


How to Apply:

All candidates should apply online with the following documents; Detailed CV, certified copies of academic documents, applicants address and day time telephone contacts, postal/email address and daytime telephone contact of three referees of good standing in society one of which should be your current Supervisor. Applications must reach the address below;


Chief Human Resource & Admin Officer

PostBank Uganda Ltd,

Plot 4/6 Nkrumah Road,

P.O Box 7189 Kampala. Uganda


Email to: (Please include job title as subject.)


Note: Only Shortlisted candidates will be contacted.


Deadline: 16th November 2020 by 5:00pm


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