JOB PURPOSE

The purpose of the Contact Centre Officer is to handle first line SBM Bank services across all bank products, including, answer inbound phone calls, emails, live chat, WhatsApp, social media, and any other interactions, with effective customer service, utmost level of consistency and quality to all customers. The Contact Centre is also a critical revenue generation point through cross-selling on customer interactions and scheduled campaigns.

KEY RESPONSIBILITIES

Customer Care (60%)

• To respond in a friendly, supportive helpful and timely manner to all customers who 60% contact SBM Contact Centre via telephone, email, social media, SMS or any other communication channel that is set-up at the Contact Centre
• Provide customers with accurate, relevant and useful information regarding all aspects of the SBM Bank Products and Services, exceed SBM Bank customers’ expectations by dealing with their queries, concerns and complaints in a friendly, facilitative and flexible manner
• Ensure that all customer queries, enquires and complaints are fully 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.  Ensure effective suspicious transaction monitoring especially for Card transactions to ensure detection, prevention and/or reduction of card transactions related risk.
• Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact – First Contact Resolution (FCR) and minimize repeat callers
• To ensure that issues escalated arising from customer queries are resolved within 24 hours to maintain customer satisfaction & loyalty • Tracking of generated sales leads and ensuring completion for an enriched customer relationship
• Attend Quality Assurance (QA) sessions and take corrective action highlighted by QA analyst
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to colleagues
• Use sound judgment and take decisions that will maximize customer satisfaction
• Update all customer interactions on Customer Relationship Management System (CRM) and follow up for closure within Service Level Agreement (SLA).
• 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.

Business Process (20%)

• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty  Ensure accessibility and adherence to shift management and break scheduling
• Actively participate in weekly coaching sessions and implement corrective actions identified by QA analyst

Audit and Compliance (10%)

• To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all bank processes and procedures by self and team – including Prudential Guidelines, Risk & Control Self-Assessment (RCSA) findings, Internal Audit recommendations; provide constant education and escalation as required
• Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to the Manager.

Personal Development (10%)

• Strives to continually improve personal performance in order to achieve team and departmental SLA’s and Key Performance Indicators (KPI’s)
• Takes responsibility for continuous self-development and own learning
• Works as part of a team and supports colleagues.

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
• Minimum B- in KCSE or equivalent
• Good Communication Skills (written and verbal)
• Minimum 1 year working within a customer service environment
• Customer service management processes and procedures
• MS proficiency – Excel, Powerpoint, word.

Competencies required for this Role

• Delivering results and meeting customer expectations
• Relating and networking
• Working with people
• Achieving personal work goals and objectives
• Adhering to principles and values
• Persuading and influencing
• Presenting and communicating information
• Following Instructions and Procedures