The Contact Centre Assistant will deliver exceptional personal and Corporate Banking performance through excellent customer service and offering 1st level incident resolution to both internal and external customers.
Requirements
- The applicant for the NCBA job must hold a University Degree
- One year of experience in Contact Center/ retail/ personal banking or equivalent.
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; e.g. ATM, Telephone, Internet.
- 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 within the set turnaround time.
- Understand the merchant transaction amounts and trends to ensure quick ATM, Debit & Credit card query resolution thus also minimizing potential card fraud.
- 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 through continuous reviews.
- 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 hence preventing fraud.
- 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.
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; resolving product and service problems and educating customers on the best financial solutions.
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.
