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

Customer Consultant

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

To meet and exceed customers’ expectations in regards to providing them with appropriate and efficient in-branch service, ensuring speed and quality of product/service transactions. Also to identify and act on cross selling opportunities when dealing with customers. To maintain a high level of integrity and ethical standards.


Responsibilities

Customer service

  • Provide exceptional service to existing and walk-in customers based on the relevant products and services available.
  • Demonstrate Self Service Banking and help customers to register for relevant channels.
  • Manage “cost of sales” through the utilisation of multi channel delivery strategies, such as actively managing customer migration onto electronic banking channels.
  • Identify Cross-selling opportunities of products and services as required to provide a solution to the original service request and where necessary pass leads on to relevant areas on time.
  • Listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible by referring queries that cannot be resolved to the appropriate area and following up on referrals to ensure satisfactory resolution. Identify sales potential and quality sales opportunities and ensure appropriate follow-through of such leads.

Legislative compliance
  • Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
  • Complete disclosure to the customers in terms of accreditation, service fees, and commission.
  • Ensure proper record keeping.

Risk management
  • Ensure that all the required controls are in place to minimise the risks associated with processes performed in the service consulting area.


General Information

Salary rangeNot specified
Additional informationNot specified
Contract type: Permanent
Job type: Full Time
Location: Naivasha
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: Risk management; Reporting; Compliance; Customer service; Legal counseling
Required languages: Swahili (Spoken: fluent | Written: fluent)English (Spoken: fluent | Written: fluent),

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