NCBA Group Back Office Agent Jobs in Kenya

NCBA Group Back Office Agent Jobs in Kenya

Job Purpose Statement

To deliver exceptional performance through excellent customer service, query and incident resolution as to both internal and external customers.

The job holder will also be responsible timely follow up, 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 enquiry 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)

Promptly attending 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 data base 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

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 which are geared towards 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 practice through knowledge sharing regarding procedures and
investigative experience hence preventing fraud.

Achieve operational excellence in all aspects of procedures and processes 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 system downtown.

Contact other Commercial banks for information
required for issue resolutions such 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 which will be used to raise the standard of service and decision making.

Assist your direct Supervisor to Initiate, Execute & Drive customer loyalty schemes to enhance retention & minimize attrition effectively.

Achieve operational excellence in all aspects of procedures and processes undertaken to ensure
satisfactory audit ratings as well assist in snap checks.

Customer

Handle customer queries and complaints by taking ownership and resolving 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 update and timely resolution whilst compiling feedback on recurrent issues for
management information use.

Follow up, investigate and resolve queries escalated by front Office team as per the

stipulated SLA.

Provide a holding response as per the banks standards to customers on cases requiring further attention.

Achieve a case resolution of 98%, email quality 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 inter departmental SLA’s

Handle customer cases as per bank stipulated
standard- Quality target of 90%.

Provide first level support to internal stakeholders and ARMs- shared services payments and NCBA Branches.

Escalate customer issues to Level B support (Channels teams, shared services payments, shared services IT) as required and keep customer updated.

Handle correspondence to customers, this would
include SMS and emails and ensure the correspondence is within the set quality standards.

Offer business support to Corporate customers as per assigned segment and industry

Learning and growth

Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s. 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 to all scheduled training

Job Dimensions

Internal:

Business Management Teams- Cash Management, Business Banking, Branch Banking, New Business Ventures and loop stores, Credit Analysis, Corporate Banking, Trade Finance

Shared Services: Information Technology, Audit and Security, Card Services, Central Operations Teams, Enterprise Programs Office

Other Group Functions: Finance and Strategy, Marketing, Human Resource.

External

Other member banks within Pesalink and Kenswitch

Third Party Acquirers- Cellulant, Pesapal, Safaricom

Central Bank of Kenya (CBK)

Integrated Payments Services Ltd.

Mastercard

Visa

Vendors on-boarding various systems

Provide root cause analyses and resolve queries escalated and also recommend action to address the queries.

Decide if a customer needs to be visited

Recommend for customer charges write off and present a well-supported and investigated case.

Customer Feedback Management: What channels to use.

Leave and off days management-Decides when to take leave, and how to prioritize work and tasks.

Work cycle and impact: time horizon and nature of impact (Planning)

Short Term Planning: Self-planning of daily tasks and duties to achieve maximum productivity to meet the set KPIs and SLA.

Long Term Planning: Plan on how to achieve the set individual goals – 6 Months To be
achieved through the Semi Annual Development Plan

Ideal Job Specifications

Academic:

University degree – Upper Second or GPA 3.0.

Professional:

Excellent communication skills.

Desired work experience:

Four years’ experience in banking operations; interaction with CRM is an added advantage.

Practical experience in use of relevant MS Office applications.


How to Apply

For more information and job application details, see; NCBA Group Back Office Agent Jobs in Kenya

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