PURPOSE OF THE ROLE

To provide responsive and professional customer service by handling customer enquiries, recording and escalating complaints, and supporting branches in resolving customer service issues to ensure a positive and consistent customer experience.

MAIN JOB RESPONSIBILITIES

• Manage inbound and outbound customer calls efficiently, ensuring timely and professional service delivery.
• Build and maintain strong customer relationships by delivering exceptional service and exceeding customer expectations.
• Provide accurate information and guidance on account types and banking products, including SMS Banking, Online Banking, money market accounts, loans, and credit cards.
• Promote and drive the cross-selling and up-selling of the Bank’s products and services to meet customer needs and business objectives.
• Handle customer inquiries and complaints promptly, providing appropriate solutions or alternatives within established service standards.
• Prepare and submit reports on customer complaints, resolutions, and service trends to support continuous service improvement.
• Participate in monthly performance review meetings with the Customer Service Supervisor and implement agreed improvement actions.
• Achieve individual and team key performance indicators (KPIs), including qualitative and quantitative service targets.
• Escalate or refer customer issues to the appropriate department to ensure timely and effective resolution.
• Maintain comprehensive knowledge of all Bank products, features, benefits, policies, and procedures, and proactively educate customers to enhance product awareness and usage.
• Safeguarding: Read, understand, practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action. Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so

REQUIRED QUALIFICATIONS AND SKILLS.

• Minimum of 2 years of progressive work experience, including a minimum of 1 year in a customer service role within a banking institution.
• Bachelor’s degree in business/finance or related field.

KNOWLEDGE, EXPERIENCE & COMPETENCIES

• Computer literate
• Good interpersonal skills
• Ability to work under pressure with minimum supervision
• Excellent communication skills
• Problem solving skills and ability to multitask
• Ability to use positive language
• Ability to work as a team
• Flexible, able to work in any part of the country.
• High levels of integrity

Note: Only shortlisted candidates will be contacted.

• Manage inbound and outbound customer calls efficiently, ensuring timely and professional service delivery.
• Build and maintain strong customer relationships by delivering exceptional service and exceeding customer expectations.
• Provide accurate information and guidance on account types and banking products, including SMS Banking, Online Banking, money market accounts, loans, and credit cards.
• Promote and drive the cross-selling and up-selling of the Bank’s products and services to meet customer needs and business objectives.
• Handle customer inquiries and complaints promptly, providing appropriate solutions or alternatives within established service standards.
• Prepare and submit reports on customer complaints, resolutions, and service trends to support continuous service improvement.
• Participate in monthly performance review meetings with the Customer Service Supervisor and implement agreed improvement actions.
• Achieve individual and team key performance indicators (KPIs), including qualitative and quantitative service targets.
• Escalate or refer customer issues to the appropriate department to ensure timely and effective resolution.
• Maintain comprehensive knowledge of all Bank products, features, benefits, policies, and procedures, and proactively educate customers to enhance product awareness and usage.
• Safeguarding: Read, understand, practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action. Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so

• Computer literate
• Good interpersonal skills
• Ability to work under pressure with minimum supervision
• Excellent communication skills
• Problem solving skills and ability to multitask
• Ability to use positive language
• Ability to work as a team
• Flexible, able to work in any part of the country.
• High levels of integrity

• Minimum of 2 years of progressive work experience, including a minimum of 1 year in a customer service role within a banking institution.
• Bachelor’s degree in business/finance or related field.