Customer Service Officer at United Bank for Africa (UBA Tanzania)

Customer Service Officer at United Bank for Africa (UBA Tanzania)

Customer Service Officer

Company: United Bank for Africa (UBA Tanzania)

Department / Division: Operations

Location: Dar es Salaam, Tanzania

Industry: Banking / Financial Services / Customer Care

Job Type: Full-Time

Job Overview

United Bank for Africa (UBA Tanzania) is seeking a dedicated and customer-centric Customer Service Officer to join its Operations division in Dar es Salaam. The primary objective of this role is to maintain regular contact with new and existing clients, oversee account opening and maintenance, ensure quick Turnaround Time (TAT) for banking services, drive product cross-selling (remittances, digital banking, prepaid cards), and deliver exceptional customer care in full compliance with operational and regulatory standards.

Key Responsibilities

• Customer Service & Service Delivery: Maintain a customer-friendly disposition, ensure prompt turnaround times (TAT) in line with Service Level Agreements (SLAs), and respond swiftly to customer inquiries and reference requests.

• Account Opening & Management: Review account opening documentation, open accounts promptly, perform dormant account reactivations, manage account updates, and print off-cycle customer account statements.

• Transaction & Request Processing: Process customer cheque book and debit card requests, acknowledge MICR cheques, manage standing instructions, and maintain up-to-date transaction registers.

• Sales & Cross-Selling: Cross-sell banking products including MoneyGram, Western Union, Agency Banking, POS, and Foreign Exchange (FX); drive digital banking adoption (LEO, Internet Banking, Mobile Banking); sell Prepaid Cards/VPP; and generate new account referrals.

• Reporting & Internal Controls: Prepare and render timely operational reports, ensure zero fraud/error rates, maintain adequate record controls, and adhere to cash-on-premises limits and internal bank policies.

Key Performance Indicators (KPIs)

• Maintenance of agreed Turnaround Time (TAT) per defined service levels.

• Low/zero error rates in account opening documentation and audit/inspection ratings.

• Successful dormant account reactivations and growth in digital banking usage rates.

• High customer satisfaction survey scores and zero regulatory policy breaches/frauds.

• Increased remittance volumes (Western Union, MoneyGram) and successful product cross-selling.

Requirements & Qualifications

• Education: Bachelor’s Degree with a minimum of Second Class (Lower Division) or its equivalent from a recognized institution.

• O’Level Credentials: Minimum of five (5) O’Level credits obtained in not more than two sittings, including Credit passes in Mathematics and English Language.

• Knowledge: Sound understanding of banking operations, customer service principles, bank products, and operational/credit/regulatory risks.

• Key Skills: Excellent customer service orientation, strong selling and interpersonal skills, fast and error-free processing ability, attention to detail, high integrity, and a smart visual presentation.

How to Apply

Interested and qualified candidates should submit their application via email to:

📧 [email protected]

• Email Subject Line: Application for Customer Service Officer

• Required Attachments: Cover Letter, Curriculum Vitae (CV), and all Academic Certificates.

Note: Only shortlisted candidates will be contacted for interviews.