Requirements

• University Degree
  

Desired work experience:

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

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.
  

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.
  

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
  

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.