Organization: NCBA Bank
Industry: Banking / Financial Services
Department: Customer Care / Contact Centre

Job Purpose Statement

To deliver exceptional Personal and Corporate Banking performance through excellent customer service while providing first-level incident resolution to both internal and external customers.

Key Responsibilities

1. Financial Responsibilities (20%)

• Handle customer queries within stipulated timelines to minimize unnecessary talk-time costs.
• Support achievement of business growth targets through:
  • Sales
  • Cross-selling
  • Lead generation
• Ensure all applicable charges and commissions are collected according to bank tariffs.
• Support implementation of new product launches through customer communication and awareness campaigns.
• Contribute to product development and improvement through customer feedback analysis.
• Engage potential customers and support customer retention initiatives.

2. Customer Service Responsibilities (50%)

• Handle customer complaints and queries professionally and promptly.
• Advise customers on the most appropriate banking channels and solutions.
• Support development of Service Level Agreements (SLAs) between the Contact Centre and internal departments.
• Resolve ATM, debit card, and credit card-related customer issues efficiently.
• Manage customer inquiries during campaigns and promotions.
• Intervene quickly during urgent or crisis customer service situations.
• Track customer complaints and ensure timely updates and resolution.
• Prepare reports on recurring customer concerns and service issues.
• Perform any additional duties assigned by the Contact Centre Officer.

3. Internal Business Processes (20%)

• Log all customer complaints and queries into the CRM system for tracking and resolution.
• Ensure operational excellence and compliance with procedures to achieve satisfactory audit ratings.
• Comply with:
  • Bank operational policies
  • Banking regulations
  • Internal procedures
• Safeguard customer and bank information and assets.
• Share best practices and procedural knowledge with branches and service centers.
• Identify areas requiring improvement and communicate them to management.
• Provide back-office support to departments across the bank.
• Assist with departmental snap checks and internal controls.

4. Learning & Growth (10%)

• Pursue continuous learning through:
  • E-learning
  • Internal training
  • External training programs
• Comply with leave management policies.
• Uphold NCBA Bank values and professional standards at all times.

Requirements

Academic Qualifications

• University Degree.

Experience

• Minimum of 1 year experience in:
  • Contact Centre operations
  • Retail banking
  • Personal banking
  • Or equivalent customer service role

Reporting Structure

Direct Reports

• None

Indirect Reports

• None

Stakeholder Management

Internal Stakeholders

• All departments, units, and sections within the bank.

External Stakeholders

• Customers and service users.

Decision-Making Authority

• Operational-level decision making.

Work Cycle & Impact

• Planning and execution cycle: Less than one week.

Core Competencies

Technical Competencies

• Customer service excellence
• CRM systems management
• Banking operations knowledge
• Complaint handling and resolution
• Product knowledge and sales support

Behavioral Competencies

• Communication skills
• Problem-solving ability
• Teamwork
• Attention to detail
• Professionalism
• Customer focus
• Adaptability