Description To be a World Class Service Integrated Contact Centre. 1. Service * To provide breakthrough one stop service in a consistent, professional manner - embracing our Brand Values (Responsive, Trustworthy, Creative, International and Courageous). * To achieve first call resolution. * To be effectively multilingual to better handle all inbound/outbound calls from Kenya and Uganda customers. (English, Kiswahili) * To improve and maintain the Bank's No 1 position in quality services and ensure that Group and other Business service levels agreed for various services are met. * To provide prompt, accurate and courteous service ensuring to fulfill promises made to customers. Under-promise but over-deliver.
2. Financial Performance * To support all Marketing related programs. * Intensify referrals for unsecured, credit cards, mortgages and wealth. * Forward SME referrals to SME team * To take all inbound sales calls. * To cross sell the bank's products in the process of attending to customers. * To ensure better management of time, stationery, equipment and telephone usage to manage costs.
Key Roles and Responsibilities
Control and Risk Management To accurately follow identification protocol before advising customer details. To ensure to follow the Minimum Control Standards as per business requirement To ensure to follow the Departmental Operating Instruction for all services and products handled at the Contact Centre. To ensure that control lapses are identified in time and all significant risks are escalated to line management in time. To ensure no reputation/legal risk through strict following of CDD and AML guidelines. To ensure successful or minimal audit comments. Service Deliver World Class one-stop customer service via phone: Handling service & sales inquiries. Ensure to achieve high number of calls as individuals without compromising on the quality and professionalism. Strengthen customer service capabilities by adhering to required standards: Identify Bank, identify self, address customers by name; provide prompt, accurate and courteous service and accurate records. Service recovery - turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery. Timely stop/warming of cards and stop cheques as per customer requests Ensure accurate update of cards and cheque books on the necessary systems Provide Alternate Deliver Channels support on Mobile Banking, Online Banking and e-Statement requests Follow up Follow up activity arising from customers call: Resolution of complaint where possible or prompt submission of the complaint to Customer Contact Unit. Highlight operational issues expressed by customers. Logging of service statistics, complaints, enquiries, ad hoc customer surveys, various service and product promotions all accurately. Targets Meet &/or exceed service standard and target : By contributing to achieve the department objectives on customer care line of 80% calls responded to within 20 seconds. Also ensure less than 5% calls are abandoned. Ensure requests or investigations are completed appropriately and faxed out to other channels/departments within the same day. Ensure superb follow-up and fulfill promises made to our customers. Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank. Always ensure to take 100% ownership of every situation with a customer Sales Conduct sales activities via phone: Proactively create sales opportunities, capture sales leads and generate business referrals through inbound servicing calls or close sales based on request by customers. Ensure referrals are keyed into pipelines in a timely manner or forward to the Contact Center Managers and monitor for closures. To accept and execute customer instructions. To ensure efficient problem and complaint resolution. To capture customer feedback for future improvement To acquire multi-skill for supporting multi-product targets such as Unsecured Lending products and services, credit cards, mortgage and wealth management services etc. Knowledge To keep self-updated on products and workflow procedures and ensure full compliance with operational risks and control.
Qualifications and Skills
Well versed in the entire Consumer Banking products and Procedures. Bachelor Degree or Equivalent Well versed in Bank control and processes. Good telephone manners Good at complaint resolution. Strong interpersonal skills in order to handle irate customers and to sell our new services / Products Evaluation and resolution of complaints. Evaluation of customer needs. Evaluation of what product to cross sale. Multilingual in English and Kiswahili