Call Center Agent at Caritas MFB

JOB PURPOSE

• To efficiently handle customer transactions, maintaining customer satisfaction, maximize revenue collection and manage risk while cross-selling bank products to achieve branch profitability.

KEY RESPONSIBILITIES

• Welcome and attend to customers at the branch, responding promptly to inquiries and resolving complaints effectively.
• Accurately record and document all customer feedback, including complaints and compliments.
• Proactively engage customers with inactive and dormant accounts to encourage reactivation
• Assist customers with account opening procedures, ensuring all required documentation is completed.
• Conduct KYC (Know Your Customer) and AML (Anti-Money Laundering) checks to verify customer identity and shared information
• Identify and report any suspicious, potentially fraudulent customers or activities
• Distribute bank product flyers and introduce key features to customers, ensuring proper follow-up
• Cross sell bank products to existing customers to increase product usage level
• Co ordinate agent visits.
• Efficient execution client’s instructions and follow up
• Collect and relay customer feedback from customers
• Ensure the banking is well stocked with promo material and necessary stationery
• Management of turnaround time on customer queries
• Queue management in the banking hall
• Ensure the customer experience is commendable at all times.
• Monitor the ambience and cleanliness of the banking hall through the day
• Facilitate applications of channels as requested by the customer
• Coordinate the postage of parcels from branch to designated recipients and back
• Responsible for basic office supplies such as stationery, water etc
• To perform any other duty as assigned in line with the Organizational goals and objectives.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Degree in a Business Management, Accounting, Finance or Business Administration.
• Professional banking qualifications will be added advantage.
• 2 years’ work experience in a bank will be added advantage.
• Excellent customer service skills
• Able to multitask.
• A fast learner
• Good communication and interpersonal skills
• Good marketing and People management skills
• Must be self-driven; possess excellent administrative, communication andinterpersonal skills, strong organization, and negotiation skills.