Job Purpose

To receive and resolve inquiries, queries, and complaints from both internal and external customers while maintaining the set quality standards and bank processes and procedures.

Key Responsibilities/Accountabilities

• Receive customer queries through any contact channel and ensure they are answered within set SLA.
• Respond to customer queries through any contact channel while maintaining the set quality standards.
• Complete customer security check for all queries and complaints that require customer verification as per the set bank processes and procedures.
• Log all received inquiries, queries and complaints accurately in the available tracking system for records and MIS purposes.
• Follow and adhere to defined and agreed scripts, processes and procedure while handling customer queries.
• Acquire and maintain knowledge on bank products and the use of applications to aid in satisfactory query resolution.
• Follow the escalation process to ensure queries get resolved within the set and agreed SLA
• To proactively communicate identified risks and opportunities (sale leads) while handling customer queries and complaints
• Monitor, contact customer and verify the authenticity of Visa transactions to curb fraud.
• Report working tools that are not in working condition to the Team Leader / IT for attention.

Preferred Qualification and Experience

Knowledge

• A university degree in any relevant field
• knowledge of the bank’s products and services will be an advantage
• The ability to communicate fluently in English will be an advantage.

Experience

• 1-2 years experience in branch banking with exposure to a front-office role or in a Call Centre front-office role in any service industry.

Knowledge/Technical Skills/Expertise

• Be able to work well within a team, towards a shared goal
• Be able to work under pressure, with demanding customers
• Creative in looking for and suggesting improvements
• Ability to convey factual information clearly and accurately
• Self-motivated