Job Purpose Statement

To deliver exceptional personal and Corporate Banking performance through excellent customer service and offering 1st level incident resolution to both internal and external customers

Key Accountabilities (Duties and Responsibilities)

Financial 20%

Handle customer queries within the stipulated time frame to avoid unnecessary talk time related costs

Pursue the achievement of business growth targets as outlined in the performance contract in the area of sales via selling and cross-selling of the Bank’s products and services through lead generation.

Ensure that all charges/commissions are collected as per Bank Tariff for all items handled by the unit.

Assist the bank in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer Care Centre.

Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.

Engage with potential customers and retain customers by providing product and service information

Customer 50%

Handle customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs

Contribute towards the development of workable SLA’s between the Customer Care Centre Team & internal departments as well as provision of support to service outlets by responding to all incoming requests

Understand the merchant transaction amounts and trends to ensure quick ATM, Debit & Credit card query resolution

Manage phone queries received during social media campaigns and promotions.

Quickly Intervene during urgent or crisis situations under customer service to protect reputation and improve customer experience

Track customer complaints to ensure constant update and timely resolution whilst compiling and preparing reports with feedback on recurrent issues

Other duties as assigned by the Contact Centre Officer.

Internal business processes 20%

Input all complaints and queries raised by customers are input on CRM for tracking and resolution.

Achieve operational excellence in all aspects of procedures and processes undertaken to achieve satisfactory audit ratings.

Fully comply with the Bank’s operation policies, procedures and relevant Banking regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement

Ensure the safety of the Customer’s & Bank’s information and assets as well as advise the Service Centers and Branches on best practice through knowledge sharing regarding procedures and investigative experience

Identify areas of development and communicate information to the team leader and the Customer Contact Centre Manager.

Provide back office support to all departments within the bank.

Assist in carrying out snap checks for the department.

Learning and growth 10%

Ensure personal growth by continuous learning/training for self through E-learning, internal & external training activities.

Comply with the leave policy on block leave and minimum carry-over of leave days.

Abide by the NCBA Bank Values at all times.

Job Specifications

Academic qualifications:

University Degree

Desired work experience:

At least 1 years’ experience in Contact Center/ retail/ personal banking or equivalent.

Job Dimensions

Reporting Relationships: jobs that report to this position directly and indirectly

Direct Reports -N/A

Indirect Reports - N/A

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal

• All departments, units, and sections

External

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic)

• Operational

Work cycle and impact: time horizon and nature of impact (Planning) (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

• Less Than a week

NCBA Bank Core Value Behaviours

Technical Competencies

Behavioral Competenies

• Handle customer queries within the stipulated time frame to avoid unnecessary talk time related costs
• Pursue the achievement of business growth targets as outlined in the performance contract in the area of sales via selling and cross-selling of the Bank’s products and services through lead generation.
• Ensure that all charges/commissions are collected as per Bank Tariff for all items handled by the unit.
• Assist the bank in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer Care Centre.
• Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.
• Engage with potential customers and retain customers by providing product and service information
• Handle customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs
• Contribute towards the development of workable SLA’s between the Customer Care Centre Team & internal departments as well as provision of support to service outlets by responding to all incoming requests
• Understand the merchant transaction amounts and trends to ensure quick ATM, Debit & Credit card query resolution
• Manage phone queries received during social media campaigns and promotions.
• Quickly Intervene during urgent or crisis situations under customer service to protect reputation and improve customer experience
• Track customer complaints to ensure constant update and timely resolution whilst compiling and preparing reports with feedback on recurrent issues
• Other duties as assigned by the Contact Centre Officer.
• Input all complaints and queries raised by customers are input on CRM for tracking and resolution.
• Achieve operational excellence in all aspects of procedures and processes undertaken to achieve satisfactory audit ratings.
• Fully comply with the Bank’s operation policies, procedures and relevant Banking regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement
• Ensure the safety of the Customer’s & Bank’s information and assets as well as advise the Service Centers and Branches on best practice through knowledge sharing regarding procedures and investigative experience
• Identify areas of development and communicate information to the team leader and the Customer Contact Centre Manager.
• Provide back office support to all departments within the bank.
• Assist in carrying out snap checks for the department.
• Ensure personal growth by continuous learning/training for self through E-learning, internal & external training activities.
• Comply with the leave policy on block leave and minimum carry-over of leave days.
• Abide by the NCBA Bank Values at all times.

• University Degree