Customer Experience Officer at NCBA Rwanda

Job Title: Customer Experience Officer

Reports to: Business Analyst

Unit: Digital Business

Department: Digital Business

Grade: Officer Date:

Job Purpose Statement

The purpose of the role is to ensure operational excellence in Customer and Account Services by delivering services to customers in an expeditious, accurate and consistent manner. The role holder shall manage, control and monitor straight through processes related to Customer and Account Services, to assure that the customer promise is fulfilled effectively, resulting in outstanding customer satisfaction and product utilization.

Key Accountabilities (Duties and Responsibilities)

Output Customer Experience 40%

• High quality support to the Customer and Account Services and Service Delivery function to ensure customers account opening and management is timely and accurately captured.
• Attend to all customer queries received (written, verbal or telephone) and offer appropriate intervention to conclusion as per the laid down TAT.
• Continuously update management on feedback from the staff, partner, and vendors to monitor business trends and opportunities.
• Maintain and enhance communications with customers to facilitate the flow of information and foster co-operation.
• Work with product partner to resolve service problems by clarifying the customer’s complaint, determining the cause of the problem and explaining the best solution to solve the problem; expediting correction and following up to ensure resolution.
• Ensures implementation and compliance of the consumer protection principles in the bank

Internal business processes 25%

• Monitor customer accounts and ensure only agreed transactions are carried out to safeguard the interests of the bank, partners and customers.
• Maintain a thorough understanding of the Division’s products to resolve customer queries and any operational issues and report as required on issues and resolutions.
• Incident management raising in accordance to the laid down procedures and SLAs.
• Provide back-up support to other team members in performance of job duties as required.
• Prepare, generate and distribute daily or other periodic reports to appropriate stakeholders.
• Effective use of RCSA as a risk control measure and ensure a satisfactory rating in the audit.

Financial 25%

• Expense Control on Cost of Funds
• Attainment of business case objectives on profitability and return on equity.

Learning and growth 10%

• Identify and develop competencies in assigned role.
• Compliance with all NCBA HR policies and best practice guidelines.
• Achieve the requisite number of hours of learning/training by enrolling the trainings as advised by the HR department
• Enrol into professional courses to improve knowledge and skills

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal (Within NCBA)

• Business Support Services: Operations,
• Portfolio and Credit units
• Information Technology
• Service delivery unit: Contact Centre
• Growth and Retention team.
• Finance team.
• Product Development Team.
• Bank Internal Departments

External

• Mobile Network Operator Business Partners
• Vendors
• Service delivery unit: MTN Contact Centre, MTN Service centres

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

• Strategic
• Design and management of customer engagement messages and Digital Business marketing material.
• Development of key business processes.
• Working with product partner to resolve service problems with in SLAs by clarifying the customer’s complaint, determining the cause of the problem and explaining the best solution to solve the problem; expediting correction and following up to ensure resolution.
• Operational
• Timely and accurate business tracking and reporting of digital business KPIs
• Manage and execute all business and market trends analysis
• Customer engagement communications through various channels.
• Generate accurate reports to provide insights on Customer trends and interactions with Digital Business Products and Services.

Work cycle and impact: time horizon and nature of impact (Planning) (e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

• Long term – 12-month planning.
• Short term – Weekly, Monthly and Quarterly plans.

COMPETENCE REQUIREMENTS

• Competence development to optimize own productivity.
• Interpersonal skills to effectively communicate with and manage stakeholders’ expectations both internal and external.
• Quality orientation to effectively perform activities/tasks in a manner that consistently produces high quality of service.
• Knowledge and effective application of all relevant banking policies, processes, procedures and internal control guidelines to consistently achieve required compliance standards or benchmarks.

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

(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)

• Long term – 12-month planning.
• Short term – Weekly, Monthly and Quarterly plans.

COMPETENCE REQUIREMENTS

• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Good problem analysis and problem-solving ability.
• Excellent oral and written communication skills.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• University Degree – Upper second /GPA 3.0.
• Experience in a banking or financial services operations role is an added advantage.
• Proficiency in office automation and banking technologies.
• 2-3 years’ work experience in Customer Service management in a financial services environment.
• Good understanding of the principles and techniques of customer experience management and the ability to apply them.