Background

National Bank is a major player in Kenya’s banking industry. It is one of the largest banks in the country giving financial services to all sectors of the economy. The bank will continue to cover the financial landscape and respond positively to the needs of its customers, shareholders and the economy besides offering traditional financial services and pro...

Position Scope

The role serves as a critical communication link between the Bank and customers through digital channels – telephone, SMS, emails, social media to address customer queries and complaints, and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention.

Key Responsibilities

• Handle incoming and outgoing interactions with customers professionally as per defined standards.
• Provide customers with product or service information.
• Handling customer complaints per defined procedures
• Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
• Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
• Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
• Follow up on customer inquiries not immediately resolved.
• Promptly action customer requests to: disable/block instruments/channels reported lost/stolen/damaged/compromised.
• Re-order instruments.
• Conduct closure calls to obtain customer occurrence for resolved complaints.
• Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
• Upsell and cross-sell products and services.
• Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
• Administer the switchboard by receiving incoming calls from customers and staff.
• Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
• Perform other duties as assigned.

Education/Professional Qualifications, Skills & Experience

• Banking and/or Contact Center Experience preferred
• Knowledge and understanding of bank products.
• Proven analytical skills
• Excellent communication skills
• Excellent Problem-solving skills
• Excellent interpersonal Skills
• Team player
• Proficiency in use of information technology
• Independent, objective and Self-motivated and can work with minimal supervision

• Handle incoming and outgoing interactions with customers professionally as per defined standards.
• Provide customers with product or service information.
• Handling customer complaints per defined procedures
• Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
• Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
• Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
• Follow up on customer inquiries not immediately resolved.
• Promptly action customer requests to: disable/block instruments/channels reported lost/stolen/damaged/compromised.
• Re-order instruments.
• Conduct closure calls to obtain customer occurrence for resolved complaints.
• Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
• Upsell and cross-sell products and services.
• Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
• Administer the switchboard by receiving incoming calls from customers and staff.
• Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
• Perform other duties as assigned.

• Proven analytical skills
• Excellent communication skills
• Excellent Problem-solving skills
• Excellent interpersonal Skills
• Team player
• Proficiency in use of information technology
• Independent, objective and Self-motivated and can work with minimal supervision

• Banking and/or Contact Center Experience preferred
• Knowledge and understanding of bank products.