DFCU Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the position of Client Services Consultant in our Commercial Domain to support our expansion strategy.
REPORTING TO: Manager- Client Services
Job Purpose:
Reporting to the Manager- Client Services, the role holder will be responsible for providing first line support to the Corporate Banking customers, and Coporate Banking Team especially in relation to query and complaint handling, liaising with departments to achieve client satisfaction, and a competitive Net Promoter Score.
LOCATION: Kampala

Key Accountabilities:
• Receive customer calls, handle customer queries, and provide timely solutions or escalate accordingly for issues related to Corporate Banking. Track customer complaints to rectify cause and avoid recurrence of similar queries/ complaints. Follow up activities from customer calls and generate New Business across CB, and or retain the existing customer base.
• Builds strong relationships by making quality assurance calls to CB customers to ascertain their daily business needs and service satisfaction.
• Develop and maintain professional business contact to achieve customer contact-ability.
• Shadow RMs for Corporate Banking customers.
• Contribute to the achievement of the Bank’s profit after tax through account engagement.

Support Trade Finance & Transactional Banking;
• Monitor and achieve credit applications TAT of 24-hour processing for bid bonds/ securities, and other trade products to establish they are serviced within set covenants.
• Issuing of timely invoices.
• Contribute to liability growth through utility calls, quick banking calls to Corporate Banking customers, suggesting initiatives based on customer engagements.

Qualifications, Experience and Competencies Required:
• Must hold a Bachelor’s Degree.
• A minumum of three years of overall experience.
• Computer literacy i.e. proficiency in Microsoft applications.
• Experience with or knowledge of local regulatory requirements related to Anti- Money Laundering.
• Business acumen and commercial awareness, including economic, cultural, procedural, and regulatory issues.
• Knowledge of Corporate Banking solutions.
• Experience dealing with business customers i.e. able to understand the fundamentals of running a business.
• Soft skills and Query processing.
• Knowledge of Bank systems, operations, and products for solutioning.
• Knowledge of Financial Consumer Protections Guidelines, Employment Laws, etc.
• Good communication and presentation skills.
• Result-oriented.
• Strong customer-oriented skills.
• A driven person that strives for excellence.
• A courageous person who is bold and not afraid to challenge the status quo.
• Be able to build collaborative partnerships: Identify opportunities and build solutions through enabling collaboration.
• Assertive, seasoned in conflict resolution.
• Creative and innovative to lead improvement.
• Good verbal and written communication skills, sincere and articulate.