MAIN PURPOSE OF THE JOB

Deliver high-quality customer experience by acting as a key point of contact for customers, ensuring their needs are met efficiently while maintaining compliance with the bank’s policies and procedures.

Responsibilities

1. Lead the customer service agenda by demonstrating excellent customer experience while serving customers.
2. Prepare and process paperwork related to account opening and open accounts in the core banking system while following KYC and AML regulations, Customer Service Standards, Consumer Protection Guidelines, and bank policy and procedures.
3. Assist customers with updating personal information, processing changes to account details, and managing their banking preferences while ensuring confidentiality and data security.
4. Promote and cross-sell banking products such as account opening, Bancassurance, loans, and Islamic finance.
5. Support account-related tasks such as closing accounts, issuing cheque books, and activating or deactivating cards.
6. Ensure that accounts opened are funded and aligned with the KYC and AML regulations, Customer Service Standards, Consumer Protection Guidelines, and bank policy and procedures.
7. Maintain an up-to-date register of accounts opened, accounts closed, and all other registers as guided by the line manager and bank policies and regulations.
8. Carry out Vault Custodianship roles as and when required.
9. Process Instructions and transactions in the bank’s systems accurately and promptly while ensuring proper filling.
10. Issue customer statements, ATM cards or PIN mailers, and cheque books, and ensure reconciliation of the same.
11. Manage the queues in a branch by monitoring the banking hall and advising BM/BOM accordingly
12. Follow up cheque books and ATM cards orders not picked by customers
13. Ensure customers are well informed of the bank products by ensuring the banking hall has relevant and up-to-date information and, at the same time, is kept tidy.
14. Cross-sell bank products and services to existing and walk-in customers.
15. Ensure timely enrollment of customers on the bank’s E-channels as per the bank’s Customer Service Standards.
16. Support Cashiers when counters are busy by processing transactions in the Bank’s Core banking system and assisting in posting back-office entries.
17. Receive unpaid cheques from Clearing and contact customers immediately
18. Prepare and submit reports relating to the Customer Service Desk.
19. Issue account balances and attend to all front-office accounts inquiries
20. Analyse customer service complaints and analyse the root causes to find a permanent solution.
21. Comply with AML/CFT/CPF policies and procedures, non -compliance of which shall be addressed as per the bank disciplinary processes.
22. Any other duty as shall be assigned to you from time to time.

Person Specification (Education, training, skills and experience)
Qualifications
• Bachelor’s Degree in Commerce, Business Administration, Finance, or a related field.
Experience
• Ability to handle multiple tasks.
• Strong numerical and data entry skills with attention to detail.
• Familiarity with sales and cross-selling techniques.
• Proficiency in Microsoft Office.

Competencies & Knowledge
• Excellent communication skills.
• dynamic thinking.
• High ethical standards and integrity.
• Problem-solving abilities.
• Team player
• Proficiency in English Language and any other local language preferably Luganda particularly for explanatory purposes to Bank customers who do not understand the English Language.

HOW TO APPLY

If you meet the above requirements, please submit your application online by sending a cover letter, a detailed CV, and copies of relevant academic and professional certificates to the following email address: recruitment@trobank.com

 Application Deadline: 02 October, 2025

Tropical Bank Limited is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, national origin or disability status

NOTE:
Recruitment at Tropical Bank Limited is strictly merit-based. Offering, soliciting, or accepting any form of undue advantage during the recruitment process will result in automatic disqualification.

Only shortlisted candidates will be contacted.