True North Uganda
CUSTOMER EXPERIENCE ASSOCIATE
Position Description
Job Title: Customer Experience Associate
Reports To: Manager Customer Experience
Department: Strategy & Corporate Affairs
Scale: Bank 07
Location: Arua
Supervises: None
Job Summary / Purpose
Job Summary / Purpose 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.
Accountability
Statement
The Customer Experience Associate is accountable for the management of customer
inquiries and correspondences. He/she makes day-to-day contact with Bank Customer(s) at
all the touchpoints: walk-ins, phone calls, email, WhatsApp, or through the Bank Website, in
line with the Bank Client Service Charter guidelines and Bank phone etiquette.
In executing this duty, the role holder will receive customer inquiries, provide guidance to
the customers, and ensure that their needs are attended to in a timely manner thereby
contributing to the delivery of the Bank’s purpose and High Impact Goals.
Principle Duties &
Responsibilities
● Shall operate and maintain a system of handling customer queries and complaints,
opening trouble tickets or case files as prescribed in the Client Service Charter.
● Provide information about Bank’s products and services in line with existing Bank
policies and procedures.
● Conduct root cause analysis to prevent recurring problems/queries.
● Maintaining accurate records and documenting all customer experience & service
activities and discussions with customers.
● Maintain a tracking system/log to monitor all feedback/queries/complaints from
clients and follow up with relevant internal and external stakeholders.
● Follow up with relevant section/department heads with assigned customer inquiries
to ensure that all clients/stakeholders receive feedback within the timelines stated
in the Client Service Charter.
● Submit reports showing feedback received, action taken and turnaround times to
management.
● Stay informed on the latest industry techniques and methods.
● Liaise directly with customers regarding related queries.
● Coordinate with all departments and support structures for prompt resolution of
queries/problems.
● Make reports on problems related to receiving and sending telephone calls in line
with customer care guidelines.
● Ensure proper coordination between the internal and external customers and the
various bank branches.
● Handle incoming and outgoing mails in line with the established customer care
guidelines.
● Be courteous and professional to all internal and external customers.
● Interpret customer requirements in terms of services available and applicable
constraints.
● Timely and accurate reporting to specific stakeholders as may be appropriate.
● Any other such duties that may be assigned by his/her supervisor and/or
Management from time to time.
Level of Authority ● Contact customers on related official requirements.
● Contact and liaise with internal stakeholders on all matters pertaining to clients
within assigned portfolio.
● Prompt and accurate reporting.
Relationships Internally: All Bank Departments.
Externally: All Customers.
Person Specification
Qualifications
Minimum of bachelor’s degree in business or related field of study from a recognized
institution.
Any related post graduate qualification/professional certification will be an added
advantage.
Experience 2 years’ related experience in customer facing roles in a reputable organisation or a
financial institution.
Competencies
● Strong analytical and numeric skills.
● Proficient at Microsoft Excel.
● A strong customer-oriented attitude.
● Strong Interpersonal skills (including ability to work well with a team).
● Strong organizational and planning skills.
● Problem-solving aptitude.
● Self-motivated and self-confident.
● Ability to take the initiative within limits of authority.
● Ability to follow laid-down regulations, policies and procedures as well as always
operate within system parameters and internal controls.
