Customer Experience Associate

 

Job Title: Customer Experience Associate
Reports To: Manager Customer Experience
Department: Strategy & Corporate Affairs
Scale: Bank 07
Location: Arua
Supervises: None

The job holder will handle customer queries, maintain a record of internal and external correspondences in a timely manner in line with the Bank’s policies and procedures. The role supports customer service delivery, customer satisfaction, customer relationship management, and service excellence across all customer touchpoints in Uganda’s banking and financial services sector.

The Customer Experience Associate is accountable for the management of customer inquiries and correspondences. He/she makes day-to-day contact with Bank Customers at all touchpoints including walk-ins, phone calls, email, WhatsApp, and the Bank website in line with the Bank Client Service Charter, customer care standards, customer experience strategy, and professional phone etiquette guidelines.

Shall operate and maintain a customer service system for handling customer queries, complaints management, customer support tickets, service desk operations, and case file tracking as prescribed in the Client Service Charter. Provide accurate information about bank products and services including retail banking, corporate banking, digital banking, loans, credit products, savings accounts, and financial services in line with banking policies and customer service guidelines. Conduct root cause analysis for customer complaints, service failures, and recurring issues to improve customer experience management, service delivery improvement, and operational efficiency. Maintain accurate records of all customer interactions, correspondence logs, CRM updates, and service documentation for audit, compliance, and reporting purposes. Maintain a tracking system for customer feedback, inquiries, complaints, escalation cases, and ensure timely follow-up with internal departments such as credit, operations, IT, and branch services. Liaise with department heads and stakeholders to ensure timely resolution of customer inquiries and adherence to service level agreements (SLA) and turnaround times. Prepare reports on customer feedback, complaint resolution, service delivery performance, and turnaround time analysis for management decision-making. Stay updated on customer service trends, banking customer experience strategies, fintech customer engagement practices, and digital customer support tools. Coordinate communication between internal and external customers, bank branches, and service units to ensure seamless customer experience delivery. Handle incoming and outgoing mails, customer correspondence, and communication logs in line with customer care policies and professional communication standards. Ensure courteous, professional, and customer-centric communication at all times to enhance customer satisfaction, customer retention, and brand reputation. Interpret customer needs in relation to available banking services, product offerings, eligibility requirements, and service limitations. Provide timely, accurate reporting and escalate issues where necessary in line with banking compliance, risk management, and operational control frameworks. Perform any other duties assigned by supervisors or management in line with customer service operations and bank objectives.

Contact customers regarding official requirements, service follow-ups, and complaint resolution processes. Liaise with internal stakeholders across departments on customer-related matters within assigned portfolio. Provide prompt and accurate reporting to management and relevant stakeholders.

Internally: All Bank Departments including operations, credit, IT, branches, and management teams.
Externally: All bank customers including retail clients, corporate clients, SMEs, and digital banking users.

Minimum qualification is a bachelor’s degree in business administration, marketing, finance, economics, or related field from a recognized institution. Any postgraduate qualification or professional certification in customer service, banking, CRM systems, or business communication is an added advantage. Minimum 2 years experience in customer-facing roles within a reputable organization, financial institution, bank, telecom, fintech, or service industry environment with exposure to customer support, customer relations, and service delivery operations.

Strong analytical and numerical skills, proficiency in Microsoft Excel, strong customer-oriented mindset, excellent interpersonal and communication skills, teamwork and collaboration abilities, strong organizational and planning skills, problem-solving and conflict resolution skills, self-motivation and confidence, ability to take initiative within defined authority, and strict adherence to banking policies, customer service standards, compliance frameworks, operational procedures, and internal controls.

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