Contact Centre Agent

Job Title: Contact Centre Agent

Reports to: Contact Centre Team Leader

Unit: Contact Centre

Department: Customer Experience

Grade: Band 2

Job Purpose Statement

Promptly and efficiently manage the Contact Centre calls and social media messages professionally. The jobholder will also be responsible for handling customer request/ enquiries from all the bank's channels.

Escalation and following up as necessary, in order to ensure that quality customer service is maintained at all times and compliance with the established service standards.

Key Accountabilities (Duties and Responsibilities)

Financial

• Utilize the Contact Centre and CRM data base information for cross selling opportunities by identifying customer's needs.
• Attending to all customer transfer recall requests urgently to avoid any financial losses arising from customer claims.
• Collecting all applicable service fees and charges as per the existing tariff guide
• Lead generation on all bank products
• Ensure effective management of all Contact Centre COStS.

Internal business processes

• Work towards the transformation of the incident management unit to a fully-fledged one-stop point of contact for handling all modes of customer issues and enquiries with escalation and follow-up as necessary.
• Ensure proper controls, processes & procedures are adhered to at all time as per the laid down NCBA bank policies.
• Authorisations of Customers transactions to be done promptly as per the laid down procedures and TAT.
• Provide feedback to the business from customers on service, process and product

Provide feedback on systems for further system development.

• Identify and manage/escalate risks at their level
• Analysing IT paradigm report to ensure all customer issues are logged in CRM.
• Provide relevant information received through customer interactions, ensure all logged in CRM, collect meaningful data that gives analyses which will be used to raise the standard of service and decision making.
• Offer support to other units and especially attend to customers who require talking to ARMs when they are not available.
• Appropriately guide customer service and front-line staff on how to handle issues and advise them appropriately on how to collect income and charges for statement and copies provided.
• Prevention of exposure to and impact of risks associated with frontline transactions.
• Participate in process improvement methods which are geared towards handling customer issues efficiently and contribute in amendment of processes and procedures where necessary.
• Offer First Contact resolution to customer's issues that is key to customer satisfaction and retention
• Departmental audit to achieve a satisfactory rating
• Vet all customers as guided by the process to ensure no disclosure of customer's information
• Ensure proper checks at all times before signing any bank instruments & instructions as mandated. All relevant approvals for all transactions are sought at all times as guided by policies.

Customer Experience

• Demonstrate appropriate attitudes towards customers by Managing inbound and outbound calls within Contact Centre in a friendly, supportive, efficient and professional manner and ensuring that the set KPI is exceeded.
• Ensuring proper and prompt service delivery through a high level of customer service maintained at all times by managing the customer calls accordingly.
• Maintaining effective communication with customers through Receiving Phone Calls from the customers, create a phone Call Activity, convert it into a case, resolve most of the phone calls cases online, and assign it to Back office if it requires further investigation
• Ensures the implementation and compliance of the consumer data protection principles in the bank.
• Champion and support set up of customers on IT channels for convenient transacting i.e Mobile resetting of pins, follow up for user activation and Internet banking
• Token management, memorable word reset, resetting of customer OTP, follow up to activate customer profiles and trouble shooting.
• Assist in sending out customer communication blasts after all the necessary approvals have been sought.
• Support in managing social media and Chat queries after hours
• Create and assign cases from the CRM queues to the Contact Centre Back Office team or to CRM users in other units after hours.
• Handling of all other customer Banking requests- e.g stop payments. After hours
• Efficiently and effectively forward customer requests which require transaction processing to the concerned departments after hours
• Capture all customers complaints and ensure they are timely logged in and updated in CRM
• Respond to all customers complaints raised through NTUMWA chatbot.
• Ensures implementation and compliance of the consumer protection principles in the bank.

Learning and growth

• Effectively utilize the learning and development modules and attend to courses relevant to the job holder
• Attend to all scheduled trainings
• Take responsibility to identify and be available for
• training and coaching opportunities
• Champion and support training of new staff within the unit

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

Internal:

• Business Management Teams- Channels, Corporate Banking, Retail Banking, Digital Business, Credit Analysis, Global markets
• Shared Services: Information Technology, Audit and Security, Card Services, Central Operations Teams
• Other Group Functions: Finance and Strategy, Marketing, Human Resource.

External

• Other member banks within RSwitch Network

• Third Party Acquirers- FDI, MTN
• Visa
• Vendors onboarding various systems

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.

• Who to assign the customer issues for resolution based on established guidelines and knowledge of responsibilities 

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.

• Analyses the nature of query, conduct investigation and suggest resolution process.
• Makes a decision on the escalation and re assigning of customer cases to the concerned back office teams.
• Analyses the customer's requirement and decides if a customer needs to be visited, when to take leave, and how to prioritize work and tasks.
• Decides which relationship team to assign a lead or opportunity.

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

Long Term Planning: Plan on how to achieve the set individual goals - 1 year. To be achieved through an Annual Development Plan

Short Term Planning: Plan on how to exceed the stipulated KPls and SLA - 5 days to one month

Ideal Job Specifications

Academic:

• University degree - Upper Second or GPA 3.0.

Professional:

• Practical experience in use of relevant MS Office applications and the CRM module. Other Professional Qualifications in Customer Service Excellence will be an added advantage.
• Demonstrated ability to adhere to all policies- bank and external

Desired work experience:

• Minimum one years' experience in banking operations, with at least one year in customer support.

NCBA Bank Core Value Behaviours (Performance Drivers)

RESPONSIVE:

Being responsive to our customers means responding, quickly, efficiently and accurately. Responsiveness is not only about acting quickly, it's about responding appropriately, showing concern for the outcome, following up and keeping customers informed. It's about being proactive, using your initiative and always looking for ways to improve and innovate. It's about adding value + speed.

ACCURATE:

NCBA Bank Core Value Behaviours (Performance Drivers)

We maintain high standards despite pressing deadlines. We do work right the first time and produce accurate, thorough, professional work. We make sound decisions in a precise way based on fact rather than emotion, analyses problems skilfully and use logic to reach solutions. We make sure our customers understand the information we provide them, and hold ourselves fully accountable for providing our customers with the personal service and assistance we promise.

PROFESSIONAL:

We pursue excellence in everything we do. We project a capable, smart and competent image by demonstrating our skills and capabilities through exceptional customer service. We are inclusive, warm and friendly. We act with integrity, honesty, transparency and openness. We take full responsibility for the work we do - if we make a mistake, we admit it and correct it. We dress appropriately in business attire and take care to ensure our personal appearance is impeccable at all time.

EXTRAORDINARY:

Just as we always greet our customers with a genuine smile, we aim to make sure we leave our customers smiling, happy and satisfied. We get involved and go the extra mile by keeping our customers intormed, up to date, in the loop. we collaborate with colleagues, working together to give our customers a level of personal service that's uplifting. When we talk about extraordinary, we mean remarkable, and that's what we want each customer to do - remark on and talk about our remarkable service and products.

Ideal Job competencies

Technical Competencies

Banking Knowledge

• Broad based working or operational knowledge of banking or banking support services.

Quality Orientation

• Attain a Quality score of 90% on All Customer Interactions- Social Media, Phone calls, Chats, Emails.
• Follows through to ensure that quality and productivity standards are met.

Product Awareness

• Ability to combine different product offerings to provide tangible solutions to customers.
• Broad based working knowledge of all the products and services offered by the bank.

Communication

Skills (Oral & Written)

• Maintains bank's standards on Phone Calls, Email, Chat and social media.
• Speaks clearly, fluently and in a compelling manner to both individuals and groups.

Customer Focus

• Putting the customer first, demonstrating empathy. personalizes the customer's journey.

Financial Acumen

• Ability to analyse financial data and make decisions / suggestions.
• Understands the connection between operations and financial performance.

Technical Competencies

Problem Solving and Analysis

• Ability to understand, analyse and implement solutions.
• Identifies solutions with minimal escalations.

Digital

• Uses data to make accurate financial decisions.
• Takes actions based on analytics and intelligence that provide insights on the customer's needs.
• Behavioural Competencies

Resilience

• Sustains interest and effort, and perseveres to accomplish a task/ goal.

Personal Motivation and Drive

• Is constantly driven by achievement.
• Takes initictive for personal growth.
• Commits self to work hard towards a goal.

Engagement

• Communicates to create understanding.
• Can communicate in various formats to best address needs that influences others

Responsiveness

• Available for a task duty and ensures that solutions are found and implemented.

Persuasiveness

• Ability to influence a thought process.
• Is able to influence a customer to buy into a solution.

Leadership

• Exercises self-leadership in delivering assigned work in line with standards. Is reliable and able to present a compelling position