Contact Center Officers at SBM Bank

Job Purpose

The role of the Contact Centre Officer is to provide first-line support for SBM Bank’s products and services, handling customer interactions through various channels including phone calls, emails, live chat, WhatsApp, social media, and more. The officer ensures excellent and consistent customer service across all touchpoints, while also contributing to revenue growth through cross-selling during customer interactions and targeted campaigns.

Key Responsibilities

Customer Care (60%)

• Respond promptly and professionally to customers contacting the SBM Contact Centre via phone, email, social media, SMS, and other communication channels.
• Offer accurate, relevant information about SBM Bank’s products and services, exceeding customer expectations by resolving queries, concerns, and complaints efficiently and amicably.
• Ensure all customer queries are fully addressed using a “One Stop Shop” approach, proactively managing customer interactions to meet service level expectations.
• Maintain comprehensive product knowledge to support issue resolution, customer retention, and education. Ensure effective monitoring of suspicious transactions, particularly card-related activities, to minimize risks.
• Aim for first contact resolution (FCR) to reduce repeat inquiries and ensure prompt issue resolution within 24 hours for escalated matters, maintaining customer satisfaction and loyalty.
• Track and follow up on sales leads generated during interactions, supporting enriched customer relationships.
• Attend Quality Assurance sessions, take corrective actions as needed, and represent customer feedback within the organization, suggesting improvements where necessary.
• Record all customer interactions in the CRM system and follow up for closure within the agreed SLA.
• Identify customer needs and participate in cross-selling and upselling initiatives.
• Provide feedback on service gaps and propose corrective measures.
• Manage time and stress effectively during shifts.

Business Process (20%)

• Identify opportunities to promote the Bank’s products and services, encouraging business growth through customer interactions and referrals.
• Continuously seek ways to improve service efficiency and effectiveness to boost customer satisfaction and loyalty.
• Ensure availability and adherence to shift schedules and break management.
• Participate actively in weekly coaching sessions and implement corrective actions identified by the Quality Assurance team.

Audit and Compliance (10%)

• Ensure adherence to Customer Experience policies, service standards, and all Bank processes and procedures, including compliance with Prudential Guidelines, Risk & Control Self-Assessment (RCSA), and Internal Audit recommendations.
• Adhere to Know Your Customer (KYC), Know Your Processes (KYP), and Know Your Technology (KYT) protocols, remaining alert to suspicious activity and reporting concerns to the Manager.

Personal Development (10%)

• Continuously work on improving personal performance to meet team and departmental SLAs and KPIs.
• Take responsibility for ongoing self-development and learning.
• Support colleagues and contribute as part of the team.

Knowledge, Skills, and Experience

• Bachelor’s degree in any field with a minimum of Second Class Honors (Upper Division) or equivalent.
• Minimum grade of B- in KCSE or equivalent.
• Strong written and verbal communication skills.
• At least 1 year of experience in a customer service environment.
• Familiarity with customer service management processes and procedures.
• Proficiency in MS Office (Excel, PowerPoint, Word).

Competencies

• Delivering results and meeting customer expectations.
• Building relationships and networking.
• Working effectively with people.
• Achieving personal work goals and objectives.
• Adhering to principles and values.
• Persuading and influencing others.
• Presenting and communicating information clearly.
• Following instructions and procedures effectively.