- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldBanking
Job Description
An outbound contact center role whose aim is to onboard and/or cross sell to new and existing customers by contacting them at their predictable churn points with a view to proactively exceed expectations
Customer Service
- Meet new customer activations as per desired target from business.
- Increase customer product utilization through cross selling by measures guided by the business.
- Own and address any service issues raised by clients by logging in the issues for resolution by CCC team.
- Ensure any after sales queries are logged in for resolution by the CCC team.
- Provide periodic reports to CHNW & BCC and other stakeholders on performance on new accounts and other offering, as well as problems encountered by customers and root cause on the same.
Business Process Improvement/People engagement
- Engagement with branch and support units regularly to address issue of customer satisfaction and root cause of service deficiencies.
- Identification of complaint root causes and engage relevant units to assist address these.
Learning and growth
- Achieve a minimum of 95% in product quizzes and accreditation exams.
- Become fully skilled in PBB product offering and processes.
- Identify 1 skill per quarter for growth and development and plan as well as implement learning process for it.
Financial Performance
- Support the sales team by providing leads for follow up.
- Reduce costs at department by limiting unnecessary stationery, taxi,food and telephone usage.
Risk and compliance
- Ensure no reputation / legal risk through the strict following of KYC and AML guidelines and correct provision of information to clients.
- Minimum annual score of Satisfactory, on audit ratings/internal review findings.
Qualifications
- First Degree.
Additional Information
Knowledge
- Understanding of a full range of products
- A broad understanding of the bank’s procedures and policies and the application of the GRG with particular emphasis on the account opening environment, policies and procedures.
- Code of Banking Practice
- Understanding the branch sales practice
- Basic computer literacy
- Sales skills
- Knowledge of the Financial Advisory and Intermediary Services Act.
Experience
- Entry level. Exposure to Customer Consulting or Call Centre experience will be an added advantage.
Personal competencies
- Good verbal communication skills – sincere and articulate.
- Passionate about sales and service.
- Target driven.
- Ability to listen and probe effectively to determine customers’ real needs.
- Ability to provide accurate information.
- Focuses on getting things finished.
- Ability to handle pressure/conflict.
- Ability to remain calm under pressure and not to take criticism personally.
- Self-motivated.
- Integrity and honesty.
Method of Application
Interested and qualified? Go to Standard Bank Group on www.standardbank.com to apply.