SBM Bank Intern - Customer Experience Jobs in Kenya

SBM Bank Intern - Customer Experience Jobs in Kenya

Job Summary:

To provide support in CX department at Contact Centre, Service Experience and Quality Assurance on daily, weekly, monthly performance.

Key Responsibilities:

Customer Experience

Support with MIS reporting in CX department.
MIS reporting on Contact Centre Performance.

Extract data from multiple sources (BI, Flexcube, Way 4, CRM and other Contact Center systems) and organize it in a proper format that can be easily understood.

Data analytics and prepare dashboards.

Provide analysis of trends and forecasts.

Prepare and share daily, weekly, monthly, and ad hoc reports to the respective CX Management.

Business Process

Respond to any queries raised by the management in regards to the data or information submitted.

Engagement with management to interpret and report results of data analyzed.

Maintaining data and information security.

Ensure Compliance with data protection laws and regulations.

Maintain confidentiality of data and information.

Audit & Compliance

To ensure compliance of Customer Experience Policy, Customer Service Standards, Contact Centre Operations, all banks processes and procedures by self and team – including Prudential Guidelines, Risk Compliance Self-Assessment findings, Internal Audit recommendations; provide constant educations and escalation as required.

Comply with respective KYC, KYP and KYT procedures and be alert at all times to unusual or possibly suspicious activity and report to line manager.

Personal Development

Strive to continually improve personal performance to achieve team and departmental SLAs and KPIs.

Take responsibility for continuous self-development and own learning by identifying personal

development needs and forward to line manager.

Work as part of a team and support colleagues.

Pursuit self-development to increase personal effectiveness, acknowledging both strengths as well as areas of development.

Attend all scheduled training.

Utilize the existing learning and training modules

Knowledge; Skills and Experience required for this Role

Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.

Effective Communication Skills (written and verbal).

Customer service management processes and procedures.

MS proficiency – Excel, PowerPoint, word etc.

Strong analytical skills with competence in excel required.

Ability to work in a team

Customer service experience essential.

Financial Analysis.

Mathematical Skills.

Basic banking principles and practices

Competencies Required for this Role

MIS data analysis & Reporting – mastery in Excel.

Presentation skills – mastery in PPT.

Communication skills.

Writing skills.

Working with People.

Persuading & Influencing.

Planning & Organizing Analytical Skills.

How to Apply

For more information and job application details, see; SBM Bank Intern - Customer Experience Jobs in Kenya

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