Contact Center Agents at Family Bank Ltd

Family Bank (formely Family Finance Building Society) was registered as a Building Society in October 1984 in Kenya, under the Building Societies Act and commenced operations in the early 1985. Family Bank converted into a fully fledged bank in May 2007 and the main driver for our conversion was the need to offer a wider range of products and services to our customers.

Key Responsibilities:

• Receive inbound calls within the Contact Centre in a friendly, supportive, efficient and professional manner as per the bank’s quality standards and ensuring that the set KPI’s are met and exceeded.


• Monitor emails from customers, resolve email queries and also ensure that the necessary departments and branches have been duly notified on customer requests and complaints.


• Monitor and respond to customers’ enquiries, instructions and complaints on Family Bank’s social media platforms and log relevant cases and cross sell leads from social media.


• Verify authenticity of customers from across the contact channels (call, mail and social media) through keen confirmation of necessary Know-Your-Customer (KYC) details as per the bank’s KYC guidelines.


• Assist customers on any instructions, query or complain in relation to any of the bank’s product, channel, process, campaign, event or people.


• Log all customer calls/cases on a Customer Relationship Management system and resolve customer queries or complaints on First Call.


• Follow through and close logged cases that may not be resolved on first call due to longer lead time;


• Escalate all cases that are beyond the banks acceptable turn-around time as well as all those that require management attention and/or further investigation.


• Make outbound calls to follow-up on open and pending cases, support product and services campaigns, cross-sell services or products and participate in mystery shopping;


• Log a list of cross-sell leads generated from interaction with customers and ensure propagation to the appropriate unit of the bank for closure


• Be vigilant about Fraud and money Laundering risks and exercise cautious, professional skepticism in interacting with customers on the contact center channels


• Participate in process improvement methods which are geared towards handling customer issues efficiently and contribute in amendment of processes and procedures where necessary.


• Be Flexible and abide by a strict shift schedule that will be made and communicated regularly to the team to enable the Contact Center fulfill its customer service obligations on a 24 hour, 7 days basis.

Requirements

Qualifications : A fresh graduate (Degree) in any field

Key Competencies and Attributes

• A fast learner


• Effectively bilingual (English and Swahili) to better handle all calls.


• Presenting and Communicating information- Speaks fluently, speaks eloquently with confidence and responds quickly to customers’ expectations with feedback which projects credibility.


• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external).


• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.


• Risk awareness and being professionally skeptical to ensure zero incidences of Fraud


• Confidentiality – The job involves looking at customers’ bank accounts and other bank products and hence you will be expected to be trustworthy and be able to keep any information you come across confidential.

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