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- Company: Standard Bank Group
- Location: Kenya
- State: Nairobi
- Job type: Full-Time
- Job category: - - Banking Jobs in KenyaCustomer Service Jobs in KenyaStandard Bank Group Jobs in Kenya
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Job Description
Standard Bank Group is the largest African banking group by assets offering a full range of banking and related financial services. “Africa is our home, we drive her growth” Our vision is to be the leading financial services organisation in, for and across Africa, delivering exceptional client experiences and superior value. This sets the primary goals and standard of excellence we intend to achieve in the medium term. With a heritage of over 150 years, we have an on-the-ground presence in 20 countries in sub‑Saharan Africa; fit-for-purpose representation outside Africa; and a strategic partnership with the Industrial and Commercial Bank of China (ICBC). In line with the realities of risk, regulation, technology and competition that characterise our operating context, we continue to invest significantly in our diversified operations; our people and culture; our systems and infrastructure; and our brand. In doing so, we understand that our commercial success and social relevance over the long term depends on placing our clients at the centre of everything we do, and ensures that the outcomes of our activities are a catalyst for growth on this continent we call home. The long-term foreign currency ratings for The Standard Bank of South Africa, the single largest operating entity within the Standard Bank Group, are: Fitch Ratings BBB- (negative), Moody’s Baa2 (negative) and Standard & Poor’s BBB- (negative). The group is listed on the JSE Limited, share code SBK, and the Namibian Stock Exchange, share code SNB. The largest bank in the world, ICBC, is a 20.1% shareholder in the group. Other than the 20.1% ICBC shareholding, 32.9% of Standard Bank’s shareholder base is foreign. We subscribe to the Code of Banking Practice, a set of principles governing banking in South Africa and ensuring the highest standards of professionalism, integrity and fairness.
JOB PURPOSE
A 24/7 inbound and outbound Contact Centre role tasked with timely response ,resolution of customer queries and complaints raised by clients via telephone, email and social media as well as cross sell and retention of customers.
KEY RESPONSIBILITIES
Email/Social media/VRM Query Handling
- Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery.
- Ensure that quick queries received are dealt accordingly with no delay in TAT
- Ensure that all investigative queries are logged promptly and/or escalated according to the SLA guidelines.
- Promptly escalate queries that cannot be resolved within TAT
- Promptly address the VRM alerts within stipulated SLAs telephonically or via email and update VRM records.
Telephone Query Handling
- Support 24hr Service Centre through scheduled availability
- Answer telephone calls in a professional manner, adhering to required standards: Identify Bank identifies self, address customers by name, and provides prompt, accurate service within prescribed SLA.
- Meet the set targets on call volumes, Quality monitoring and schedule adherence
- Stakeholder engagement
- Know and understand the different Products offered to our customers. Keep yourself updated as the products change
- CCC – work towards achieving the team ISS score
Risk and Compliance
- Maintain high level of system and product knowledge to achieve fast telephone and mail resolution
- Ensure that the defined “Customer Security Check” is done with every interaction with the customer.
- Ensure any system issues are immediately escalated through the appropriate channels.
- Efficiently cancel and replace lost/stolen or damaged cards
- Ensure due diligence is carried out before unlocking funds
- Ensure transaction monitoring is effectively done and notations put on Visa Risk Manager (VRM) Tool
Cost Management
- Ensure 100% revenue collection for CCC related chargeable requests
- Update the Revenue record regularly
- Maintain CCC costs through rationalization and ensure no revenue leakage
- Cross selling and retention
- Identify and convert leads generated
- Engage customers with intentions of retaining them as valuable clients.
Personal Development
- Attend scheduled team trainings
- Ensure to obtain the requisite average score on quizzes
- Complete mandatory on-line trainings
- Ensure 100% leave uptake annually
- Follow through on PDP agreements for personal developments.
- Continuously improve your professionalism through certified trainings and courses.
QUALIFICATIONS
- First degree – General Social Science
- Service or Management related qualifications an added advantage
- 1-2 year experience in a Call Centre, Service-oriented or Branch environment with additional experience handling customer queries on email and/or telephone
