JOB SUMMARY:

The purpose of the Service Recovery Officer (Back Office) is Handling and Investigations of Customer queries and ensuring that the escalated cases logged on CRM are duly tracked and closed with constant update to customers, with effective and utmost level of consistency and quality to all customers.

KEY RESPONSIBILITIES:

Customer Service - 60%

• Analyze, investigate and follow up on customer complaints/issues to full closure in liaison with responsible units, while keeping Customers regularly updated
• Maintain high level of product knowledge sufficient to customer issue resolution
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to team mates.
• Use sound judgment and take decisions that will meet customer expectations while striving to achieve win/win outcome for the Customer and the Bank.
• Ensure that cases are duly investigated and closes within the stipulated TAT.
• Takes 100% ownership of every situation with a customer, ensuring that the issues are resolved to the client’s satisfaction.
• Identifying opportunities for client-centric process improvements based on the outputs of Root Cause Analysis (RCA)
• Update customer interactions on CRM and any other systems created for the fulfillment of the work as stipulated by the immediate supervisor
• To help identify service gaps and give feedback on necessary corrective measures
• Provide support to all touch-points and Customer Service units in the bank (Branches, Head Office Units and subsidiaries) to meet Customer expectations
• Tracking of generated sales leads and ensuring completion for an enriched customer relationship. 
• 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.
• Ensure accessibility and adherence to shift management and break scheduling.
• Drive profitable volume growth by growing existing customer relationships and making new affiliations.
• Actively participate in weekly coaching sessions and implement corrective actions identified by QA analyst.
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.

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, RCSA findings, Internal Audit recommendations; provide constant education and escalation as required
• Comply with respective KYC, KYP and 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 KPI’s.
• Takes responsibility for continuous self-development and own learning.
• Works as part of a team and supports colleagues.

KEY RELATIONSHIPS:

Customers of this Position

• External Customers
• Contact Centre officers / supervisors
• Quality Assurance Team leader
• All departments of the bank

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 etc.

Competencies required for this Role

• Delivering Results and Meeting Customer Expectations
• Entrepreneurial and Commercial Thinking
• Working with People
• Relating and Networking
• Persuading and Influencing
• Achieving Personal Work Goals and Objectives
• Deciding and Initiating Action
• Planning and Organizing Analytical Skills
• Adhering to principles and values
• Presenting and communicating information
• Following Instructions and Procedures