JOB PURPOSE

The Contact Center Officer is responsible for delivering exceptional customer service across all bank channels by handling inbound and outbound interactions, resolving customer queries, processing service requests within SLA, and supporting the bank’s digital transformation initiatives.

This role ensures customers receive accurate, timely, and professional support while upholding banking regulations, internal controls, and service excellence standards.

KEY RESPONSIBILITIES

Customer Interaction & Issue Resolution (40%)

• Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
• Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
• Log, track, and resolve customer inquiries using CRM and available ticketing systems.
• Escalate complex issues to relevant departments and ensure closure within defined TATs.
• Perform service recovery and delight customers through proactive follow-up.
• Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
• Proactively manage all customer interactions and ensure that service levels are achieved.
• Maintain high level of product knowledge sufficient for issue resolution, retention, and customer education.
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
• To help identify service gaps and give feedback on necessary corrective measures
• Effective time and stress management of self during shift.

Digital and Card Support (20%)

• Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
• Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
• Support digital adoption initiatives through actively representing customer feedback, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.

Operational Excellence and Service Quality (20%)

• Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including laid down maker-checker processes.
• Meet and exceed targets on AHT, FCR, quality scores, adherence, and customer satisfaction.
• Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.

Outbound Engagements and Business Development Support (20%)

• Execute outbound campaigns as assigned.
• Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
• Educate customers on new products, system upgrades, or scheduled maintenance.
• Collect VOC insights to support product enhancements.
• Log all interactions comprehensively in CRM and follow communication scripts as provided.
• Participate in daily stand-ups, calibration sessions, and coaching.
• Support UAT testing for new systems and features related to customer experience.

Knowledge; Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1 year working within a customer service environment, contact center, or banking is advantageous
• Proficiency in computer applications and data entry
• Excellent verbal and written communication skills
• Positive attitude, adaptability, and commitment to customer satisfaction.

Customers of this Position

• External Customers
• Internal Customers
• All departments of the bank

Competencies required for this Role

• Effective communication (verbal & written)
• High emotional intelligence and patience
• Situational awareness and fraud vigilance
• Problem-solving and analytical thinking
• Ability to work in fast-paced, high-pressure environments
• Teamwork, adaptability, and customer empathy.

Special Working Conditions

• Shift-based work, including weekends, holidays, and night shift
• High call volumes during peak periods (system upgrades, card transitions, downtimes)
• Must maintain confidentiality and always adhere to data protection requirements.

• Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
• Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
• Log, track, and resolve customer inquiries using CRM and available ticketing systems.
• Escalate complex issues to relevant departments and ensure closure within defined TATs.
• Perform service recovery and delight customers through proactive follow-up.
• Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
• Proactively manage all customer interactions and ensure that service levels are achieved.
• Maintain high level of product knowledge sufficient for issue resolution, retention, and customer education.
• To identify customer needs effectively and partake in cross-selling and upselling of products initiatives
• To help identify service gaps and give feedback on necessary corrective measures
• Effective time and stress management of self during shift.
• Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
• Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
• Support digital adoption initiatives through actively representing customer feedback, highlighting trends, suggesting, and implementing improvements and feeding back to colleagues.
• Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including laid down maker-checker processes.
• Meet and exceed targets on AHT, FCR, quality scores, adherence, and customer satisfaction.
• Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.
• Execute outbound campaigns as assigned.
• Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship.
• Educate customers on new products, system upgrades, or scheduled maintenance.
• Collect VOC insights to support product enhancements.
• Log all interactions comprehensively in CRM and follow communication scripts as provided.
• Participate in daily stand-ups, calibration sessions, and coaching.
• Support UAT testing for new systems and features related to customer experience.

• Good Communication Skills (written and verbal)
• Proficiency in computer applications and data entry
• Excellent verbal and written communication skills
• Positive attitude, adaptability, and commitment to customer satisfaction.
• Effective communication (verbal & written)
• High emotional intelligence and patience
• Situational awareness and fraud vigilance
• Problem-solving and analytical thinking
• Ability to work in fast-paced, high-pressure environments
• Teamwork, adaptability, and customer empathy.

• Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1 year working within a customer service environment, contact center, or banking is advantageous
• Proficiency in computer applications and data entry
• Excellent verbal and written communication skills
• Positive attitude, adaptability, and commitment to customer satisfaction.