NCBA Group Social Media Executive & ITM Representative Jobs in Kenya

NCBA Group Social Media Executive & ITM Representative Jobs in Kenya

Job Purpose Statement

Responsible for acting as a liaison between customers and NCBA Bank to resolve customer complaints primary via media channels such as:

Social Media: Facebook, Twitter, LinkedIn, Instagram

Digital Assets: Intranet and Website

Other Channels: WhatsApp Groups, Skype, Hangouts

As well as handling intelligence teller machine

Live chat

Back up for inbound team

Key Accountabilities (Duties and Responsibilities)

Financial

Contribute to product development and improvement through continuous feedback analysis collected by logging calls & correspondence.

10 CRM leads per month per person with a
minimum conversion rate of 20%.

Pursue the achievement of business growth
targets as outlined in the performance
contract in the area of sales via selling and
cross-selling of the Bank’s products and services through lead generation.

Ensuring that all charges/commissions are
collected as per Bank Tariff for all items handled by the unit.

Assisting the bank in the management and
implementation of new product launches via
advertising to existing and potential clients by
use of the key modes of communication at the disposal of the Customer Care Centre.

Ensure that no fraud are reported through ITM
transactions

Internal business processes

Ensure all compliance and regulatory rules are
observed while engaging with customers
online

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

Ensure the safety of the Customer’s & Bank’s
information and assets as well as advising the
Branches on best practice through knowledge
sharing regarding procedures and investigative experience hence preventing fraud.

Reconciliation of cash by till held must be
carried out daily

Ensure Nil cash differences and operational
losses

Uphold teller discretionary limits and obtain
relevant approvals for amounts above the set limits before processing transactions

Ensure that registers and filing is up to date, and readily available for audit at all times

Customer

Assists my direct supervisor in the research
and implementation of improvements in customer satisfaction, department efficiency and cross-selling additional products and services Cross selling Phone/Fax indemnities, Mobile Banking, Internet Banking

Acting as a liaison between customers and
NCBA Bank to resolve customer complaints via
new media channels such as: Social Media: Facebook, Twitter, LinkedIn, Instagram, Digital
Assets: Intranet and Website and other
Channels: WhatsApp Groups, Skype, Hangouts
Manage queries received during social

media
campaigns and promotions.

Intervening quickly to protect reputation and
improve customer experience during urgent or
crisis situations.-under customer service

Manage and respond to all customer queries
on all digital platforms within half an hour
during business hours ensuring customers have
positive experiences. This includes:

Responding to wall posts, comments, and
tweets on Facebook, Twitter, LinkedIn, and
Instagram.

Calling the customer to find out what the
issue is

Following up with the business to get the
issue resolved.

Ensuring that customers are advised of the
most appropriate delivery channels i.e Emails, Online banking, C360, and Telephone to meet their needs.

Ensure customers receive accurate and
timely information regarding account information, bank products, service questions or problem resolution, in the first
call.

Confirming with the customer via social
media that the issue has been resolved and the customer got what they needed

See a complaint about our product online as
an opportunity to engage that user, solve their
problem and turn them into an advocate.

Intervening quickly to protect reputation and
improve customer experience during urgent or crisis situations.

Ensure all compliance and regulatory rules are
observed while engaging with customers online.

Ability to technical troubleshoot and/or
escalate issues to the proper channels for prompt resolution.

Learning and growth

Build effective relationships with Customers,
Service and other staff as well as key support
functions.

Invest in self- development - engage in self
development programs both internally and
externally

Share knowledge experience and best practice with other team members as well as providing honest, direct and constructive feedback to others.

Agree on performance development objectives with the team leader and motivate one another in achieving the same.

Ideal Job Specifications

Academic:

• Graduate Level

Professional:

Desired work experience:

• 2 years Banking experience or equivalent

• Bank teller experience

How to Apply

For more information and job application details, see; NCBA Group Social Media Executive & ITM Representative Jobs in Kenya

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