Polaris Bank was established by the Central Bank of Nigeria (CBN) on September 21, 2018 to offer commercial banking services to the Nigerian public. The bank commenced services on the same day, having purchased the assets and assumed certain liabilities of the defunct Skye Bank.With a footprint of over 350 branches across the country, Polaris Bank prides itself in delivering exceptional customer experience, leveraging best in class/state of the art Information Communication Technology (ICT). By focusing on ICT solutions across multiple service delivery channels (mobile banking, ATMs, POS and online platforms) Polaris Bank maintains a pivotal role in the Nigerian banking industry, providing customers with simple, convenient and secured banking services.

Job Title: Head, Customer Care

Location : Abuja/Lagos/Osun & Anambra

Job Type: Full-Time

Department: Branch Services Group

Key Result Areas

Cash Management:

Effect the reconciliation of the Bank’s cash position statement and physical cash in the vault.
Anticipate cash levels and its impact on liquidity and propose alternative strategies to effectively manage it.
Establish optimal cash levels and review branch cash holding limits based on defined criteria.
Demonstrate comprehensive knowledge of the cash management processes and use this knowledge to ensure consistency of practice, control, and identification of efficiency opportunities.

Cash Transactions (Deposits & Withdrawals):

Have extensive experience with cash transactions and be able to handle sophisticated transactions.
Familiar with industry regulations and best practices, and be able to provide advanced customer service,
Handle multiple transactions simultaneously and resolve complex issues.

Banking Operations Policies:

Ensure that operations procedures of different retail banking transactions designed could be able to facilitate the daily operations running smoothly and all procedures are in compliance with regulatory requirements.
Ensure that the models for evaluating the effectiveness of operational procedures are designed.
Carry out review and evaluation on operational procedures and make necessary adjustments

Cheque Printing and Management:

Understand how to print and manage cheques using standard software applications.
Enter data, generate, and print cheques, and perform basic tasks such as canceling, replacing, or voiding cheques.

ATM Operations and Management:

Basic understanding of how to operate and manage an ATM,
Knowledge of standard procedures for conducting transactions and basic maintenance tasks.

Transaction Processing:

Monitor cashing of different kinds of cheques after verifying the amounts and checking the deposit slips
Approve acceptance of deposit and withdrawal by cash or cheque or fund transfer within the bank or to other banks (e.g., remittance), in local or foreign currencies within an assigned limit after verifying information related to the transaction.
Ensure that transactions comply to internal guidelines regarding anti-money laundering to detect any suspicious transactions and report to management promptly.

Customer Service Management:

Handle more complex customer enquiries and issues.
Manage conflicts and complaints.
Provide additional information on products and services.
Manage multiple customer’s needs simultaneously and maintain effective and efficient customer service standards.

Fixed Asset Maintenance and Reconciliation:

Understand the core concepts of Fixed Asset Maintenance and Reconciliation.
Create and maintain simple asset records and perform basic reconciliations.
Identify and locate fixed assets, record their acquisition cost and depreciation.
Perform basic maintenance tasks such as cleaning and inspection.

Key Performance Indicators:
Cash Management:

100% of accuracy in reconciliation of the Bank’s physical cash and cash position statement.
Zero cases of low cash levels.
Optimal cash levels.

Head, Customer Care at Polaris Bank