JOB DETAILS:
To efficiently manage customer onboarding processes and handle inbound calls and VIP hotline requests professionally. The role involves addressing customer inquiries and requests from all bank channels, ensuring timely escalation and follow-up as needed. The Contact Centre Officer will uphold quality customer service standards and ensure compliance with established service protocols while contributing to the overall effectiveness of the Contact Centre.
• Utilize Contact Centre and CRM database to identify cross-selling opportunities and address customer needs effectively.

• Attend to all customer transfer recall requests promptly to prevent financial losses from customer claims.
• Collect applicable service fees and charges as per the existing tariff guide.

• Ensure no revenue leakages for all transactions handled at the Contact Centre.
• Support customer lifetime value engagement initiatives to enhance customer retention and revenue.

• Minimize operational risks that may arise from internal fraud or oversights.
• Provide support for Internet Banking: Manage token issues, memorable word resets, OTP resets, and profile activation. Troubleshoot issues and support online banking for both individual and corporate customers.
• Assist with Mobile Banking: Reset PINs, follow up on user activation, and gather customer feedback through mobile banking channels.
• Contact and onboard new customers: Inform them about NCBA products and services, log opportunities in CRM, and assign an Account Relationship Manager (ARM) for follow-up.
• Manage inbound calls: Handle calls in a friendly, efficient, and professional manner, ensuring KPIs are met or exceeded.
• Create and manage cases: Convert phone calls into cases, resolve as many as possible online, and assign cases requiring further investigation to the Back Office.
• Send customer communications: Assist in dispatching communication blasts following necessary approvals.
• Support IT channel setup: Facilitate the setup of customers on digital channels for convenient transactions.
• Handle CRM cases: Create and assign cases from CRM queues to the Back Office or other relevant CRM users.
• Process customer requests: Retrieve and process account opening, deposit, and loan applications through Core Banking, and forward to the appropriate ARM.
• Update static customer data: Process and forward data update requests to the relevant department.
• Handle additional customer requests: Manage requests for services such as stop payments and other Internet Banking tasks.
• Forward transaction requests: Efficiently forward transaction-related requests to the concerned departments.
• Manage CRM communications: Handle customer responses and queries logged in CRM effectively. Internal business processes 20%
• Handle and resolve customer issues and inquiries efficiently, ensuring timely escalation and follow-up as needed.
• Provide feedback on service, processes, and product improvements based on customer interactions.
• Analyze IT reports to ensure all customer issues are accurately logged in the CRM system.
• Generate and analyze CRM reports to support service enhancements and decision-making.
• Guide front-line staff on handling customer issues and collecting fees for services.
• Participate in process improvement initiatives aimed at enhancing customer service efficiency.
• Ensure compliance with regulatory requirements impacting customer care functions.
• Liaise with other departments to resolve escalated issues within stipulated turnaround times.
• Assist in managing audit ratings for the Contact Centre, both internal and external.
• Ensure efficient management of communication channels (social media, emails, telephone lines).
• Provide MIS reports with analysis and recommendations for improvement.
• Effectively utilize the learning and development modules and attend to courses relevant to the job holder
• Attend to all scheduled trainings.
• Workforce management.
• Ability to analyse financial data and make decisions / suggestions.
• Understands the connection between operations and financial performance.

Behavioural Competencies
• Leadership Skills Exercises self-leadership in delivering assigned work in line