Job description
Reporting to the Customer Service Manager, the ideal candidate will be tasked with engaging clients on phone and email, giving advice on Diaspora Banking products and services and assisting clients with transactions from the Equity Bank Online platform, Eazzy-net and from manual transaction requests, assist clients to on-board to Mobile Banking, dispatch ATM’s and PINs to clients.
Key duties and responsibilities will include;
Capturing all queries (including verbal or written) on the bank’s query logging system.
Resolving customers enquiries at the first instance by using the bank’s systems and escalating to the Customer Service Manager when need arises per set Service Level Agreements.
Explaining to customers the process flows for all their requests, including timelines and requirements expected from the Bank and Client.
Explaining the banks procedures, security requirements (such as the requirement to provide sufficient identifying information when carrying out a transaction) as well as services to customers.
Informing customers of the value of using the Customer Feedback system, on the Oracle Service Cloud.
Providing adhoc reports, visibility on all call and email transactions made with clients.
Answering and managing incoming calls.
Cross-selling and marketing the Bank’s products and services to ensure increased diaspora customer base and increased value per customer.
Ensuring that high standards of Customer Service are maintained to achieve high retention levels among existing customers.
Reporting and giving feedback to branch management on levels of customer satisfaction and recurrent issues.
Escalating issues raised via phone to the relevant teams.
To support the entire branch network on Diaspora Banking related queries.
Ensure 100% compliance to the Bank’s policies and Procedures.
Qualifications
University degree in relevant field
A minimum of 2 years’ experience in Customer Service function in the Bank.
Good working knowledge of various IT systems
Knowledge of Bank’s customer segments, product types, service channels and tariffs.
Should be of sound knowledge of global business environment, regulations and operations is desirable.
Desired Competencies
Strong analytical and problem-solving skills.
Excellent planning skills.
Excellent interpersonal skills.
Excellent and effective communications skills, both orally and in writing.
Strong sense of responsibility and urgency.
Attention to details and ability to identify fraudulent activities.
Show world class customer service skills on phone, email and verbally.
Ability to work well with minimum supervision.
Highly motivated and enthusiastic
Possess administrative skills, and the ability to work as part of a team.
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