JOBS: Back Office Agent at NCBA Group

Job Purpose Statement

To deliver exceptional performance through excellent customer service, query, and incident resolution to both internal and external customers. The job holder will also be responsible for timely follow-up, and escalation to ensure that quality customer service is maintained at all times and complies with the established service standards. Owning the customer, request, complaint, and inquiry from end to end, and informing the customer and the relationship manager of the status while working within set SLAs and KPIs

Key Accountabilities (Duties and Responsibilities)

Output Financial 10% 

• Promptly attend to all urgent customer requests to curb financial losses arising from customer claims. eg transfer recall requests account blocking, fraud alerts, card blocking, stop payment, etc.
• Utilize the Contact Centre and CRM database to generate sales leads and opportunities to meet and exceed revenue targets
• Ensuring that all charges/commissions are collected as per Bank Tariff for all items handled by the unit.
• Ensure efficient use of administrative support tools at the Customer Care Centre including, stationery, telephones, and other facilities to ensure efficient cost control in usage on all requisitions hence reduction in expenditure.

Internal business processes 30% 

• Self-familiarization and full compliance with the Bank’s operation policies, procedures, and relevant Banking regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
• Participate in process improvement methods that are geared toward handling customer issues effectively and efficiently
• Ensure the safety of the Customer’s & Bank’s information and assets as well as advising the Service Centers and Branches on best practices through knowledge sharing regarding procedures and investigative experience hence preventing fraud.
• Achieve operational excellence in all aspects of procedures and processes are undertaken to ensure satisfactory audit ratings.
• Offer support to corporate business units and other back-office departments
• Provide back-office support to all departments within the bank by ensuring the safety of the Customer’s & Bank’s information and assets.
• Back up for the inbound team for increased distress interactions due to the system downtown.
• Contact other Commercial banks for information required for issue resolutions such as recall of funds.
• Act as an intermediary between the bank and aggregators for the follow-up and resolution of channel-related payments- Pesalink, Bill Payments, Mpesa payments.
• Generate reports from issues logged in to CRM, collect meaningful data, and give analyses that will be used to raise the standard of service and decision making

Customer 50% 

• Handle customer queries and complaints by taking ownership and resolving them in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• Daily review of customer complaints from CRM, to ensure constant updates and timely resolution whilst compiling feedback on recurrent issues for management information use.
• Follow up, investigate and resolve queries escalated by the front Office team as per the stipulated SLA.
• Provide a holding response as per the bank's standards to customers on cases requiring further attention.
• Achieve a case resolution of 98%, email quality of 90%, and a holding response of 100%
• Attend to all fraud and legal cases assigned directly from the queues
• Prepare customer Audit Confirmations
• Manage Tanzania, Rwanda, and Uganda cases
• Champion team and interdepartmental SLA’s adherence

Learning and growth 10% 

• Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPIs. Take feedback from coaching proactively
• Takes responsibility for continuous self-development and own learning.
• Effectively utilize the learning and development modules and attend to courses relevant to the job holder
• Attend all scheduled training

Ideal Job Specifications

Academic:

• University degree – Upper Second or GPA 3.0.

Professional:

• Excellent problem-solving capabilities
• Excellent communication skills.

Desired work experience:

• With four years of experience in banking operations; interaction with CRM is an added advantage.
• Practical experience in the use of relevant MS Office applications.