Back Office Agent Job in Kenya

Back Office Agent

Job Purpose Statement

To deliver exceptional
performance through excellent customer service, query and incident resolution
as to both internal and external customers. The job holder will also be
responsible timely follow up, escalation to ensure that quality customer
service is maintained at all times and complies with the established service
standards. Owning the customer, request , complaint and enquiry from end to
end, and informing the customer and the relationship manager of the status
while working within set SLAs and KPIs

Duties and
Responsibilities

Output Financial
10% 

• Promptly attending to all urgent customer requests
  to curb financial losses arising from customer claims.eg transfer recall
  requests, account blocking, fraud alerts, card blocking, stop payment etc.


• Utilize the Contact Centre and CRM data base to
  generate sales leads and opportunities to meet and exceed revenue targets


• Ensuring that all charges/commissions are
  collected as per Bank Tariff for all items handled by the unit.


• Ensure efficient use of administrative support
  tools at the Customer Care Centre including, stationery, telephones and
  other facilities to ensure efficient cost control in usage on all
  requisitions hence reduction in expenditure.

Internal business
processes 30% 

• Self-familiarization and full compliance with the
  Bank’s operation policies, procedures and relevant Banking regulations
  & legislation in responding to and resolving any queries relating to
  the unit’s operations, whilst contributing to procedures development and
  improvement through continuous reviews.


• Participate in process improvement methods which
  are geared towards handling customer issues effectively and efficiently


• Ensure the safety of the Customer’s & Bank’s
  information and assets as well as advising the Service Centers and
  Branches on best practice through knowledge sharing regarding procedures
  and investigative experience hence preventing fraud.


• Achieve operational excellence in all aspects of
  procedures and processes undertaken to ensure satisfactory audit ratings.


• Offer support to corporate business units and
  other back office departments


• Provide back office support to all departments
  within the bank by ensuring the safety of the Customer’s & Bank’s information
  and assets.


• Back up for the inbound team for increased
  distress interactions due to system downtown.


• Contact other Commercial banks for information
  required for issue resolutions such recall of funds.


• Act as an intermediary between the bank and aggregators
  for the follow up and resolution of channel related payments- Pesalink,
  Bill Payments, Mpesa payments.


• Generate reports from issues logged in to CRM,
  collect meaningful data and give analyses which will be used to raise the
  standard of service and decision making

Customer 50% 

• Handle customer queries and complaints by taking
  ownership and resolving in a timely manner as well as ensuring that
  customers are advised of the most appropriate delivery channels to meet
  their needs.


• Daily review of customer complaints from CRM, to
  ensure constant update and timely resolution whilst compiling feedback on
  recurrent issues for management information use.


• Follow up, investigate and resolve queries
  escalated by front Office team as per the stipulated SLA.


• Provide a holding response as per the banks
  standards to customers on cases requiring further attention.


• Achieve a case resolution of 98%, email quality
  90% and a holding response of 100%


• Attend to all fraud and legal cases assigned
  directly from the queues


• Prepare customer Audit Confirmations


• Manage Tanzania, Rwanda and Uganda cases


• Champion team and inter departmental SLA’s
  adherence

Learning and growth
10% 

• Strive to continually improve personal performance
  in order to achieve team and departmental SLA’s and KPI’s. Take feedback
  from coaching proactively


• Takes responsibility for continuous
  self-development and own learning.


• Effectively utilize the learning and development
  modules and attend to courses relevant to the job holder


• Attend to all scheduled training

Ideal Job
Specifications

Academic:

• University degree – Upper Second or GPA 3.0.

Professional:

• Excellent problem-solving capabilities


• Excellent communication skills.

Desired work
experience:

• Four years’ experience in banking operations;
  interaction with CRM is an added advantage.


• Practical experience in use of relevant MS Office
  applications.

How To Apply

Interested
and qualified? Go to NCBA Group on
ke.ncbagroup.com to apply