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Stanbic Bank   |   Nairobi, Kenya   |   Log in or register to see the closing date

Consultant - CIB Client Services

  • Bachelor's degree
  • Customer support, client care
  • Experienced (senior worker)
  • Full Time
  • Permanent
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Job Summary

Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible.

  1. Provide an effective Query Resolution service.
  2. Interacting in a professional, friendly manner with internal as well as external clients.
  3. Understand the risks associated with handling client queries and dissemination of confidential information.
  4. Provide effective resolution of all compliance issues including regulatory requirements as they pertaining to account management


Responsibilities

  1. Respond to email queries in a professional manner, per the documented procedure guidelines.
  2. Provide world class first call resolution and after sales support service for enquiries received via telephone from Corporate and Investment Customers of the Bank.
  3. Ensure to put in all the work codes for all the calls that have been picked while on duty.
  4. Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
  5. Timely resolution all email queries assigned.
  6. Prompt escalation of queries that cannot be resolved within TAT
  7. Meet the set targets on TAT, Quality monitoring and Voice of the Customer
  8. Maintain high level of product knowledge sufficient to advise customers
  9. Capture customer feedback on products, services and forward to TL/Manager for compilation.
  10. Ensure all proactives are logged in the system by 9:00 a.m. daily.
  11. Responsible for the adoption within line of duty/area of duty of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This
  12. includes the recognition and appropriate escalation to your Supervisor with regard to continued business engagements in instances where no adverse information is available.

Value Adding:
  1. Discuss client service improvements with manager and Relationship Manager.
  2. Attend and participate in all departmental meetings to review client issues, resolution and idea generation for improved service.
  3. Advising clients on Returned funds and request for amendments/clarification of funds sent out.
  4. Liaising with Beneficiary Banks to confirm application or status of funds remitted by Stanbic but not applied.
  5. Incident reporting to clients. on system downtimes affecting payments
  6. Support the business objectives in the designated CIB Sectors namely Oil & Gas, Industrials, Mombasa Region, South Sudan, Investor Services, Consumer, Public Sector, IDG, NBFI & Financial Institutions.
  7. This includes but is not limited to being an integral part of the Sector based team providing insights and trend analysis obtained from their daily interactions with clients but on email & telephony.
  8. Support the Client Analyst role in the handling of Service related tasks arising in the designated CIB Sector.

Others:
  1. Ensure that laid-down instructions are adhered to while providing excellent service.
  2. Maintain confidentiality of client information at all times.

Cost Management
  1. Ensure cost containment of stationery, utilities expenses, overtime e.tc and identifying means to reduce costs.
  2. Continuously identifying and implementing cost saving initiatives.

Resource Utilisation
  1. Observe work flow and time management.

Control
  1. Control fraud and losses by adhering to bank laid down procedures.
  2. Adhere to routine control requirements.
  3. Display responsibility and ownership.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Nairobi
Area of work: Customer support, client care
Seniority: Experienced (senior worker)

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Conflict and complaint resolution; Market research, intelligence; Cost tracking, analysis; Customer service; Business strategy; Email correspondence; Fraud risk assessment and management; Management and business consulting
Required languages: English (Spoken: fluent | Written: fluent)

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