PURPOSE:

Contact Centre is the Bank’s point of contact for handling Inbound and Outbound Calls, Emails and Social Media engagements. The purpose of this role is to ensure that services are offered to customers in an efficient, prompt and courteous manner so as to maintain customer’s goodwill and excellent image of the bank by observing the Banks policies, procedures and controls.  

PRIMARY RESPONSIBILITIES:

• Inbound Calls handling - To handle all inbound calls and providing customers with information on various bank related enquiries.
• Email Management - Responding to all emails received in the Call Centre mailbox regarding all banking queries, request and complaints. This includes following up with relevant stakeholders and ensuring that action is taken within the stipulated timeframes and the feedback loop is closed.
• Social Media Management - Respond to Social Media posts on Facebook, Twitter, YouTube, Instagram and LinkedIn, Report all complaints reported via Social Media and advise customers once resolved.
• Telemarketing and Outbound Campaigns - Handling outbound telemarketing calls to create awareness on services, products and increase sales.
• Care Calling - Calling new account holders to welcome them to the bank and advise them on the features available to their type of account. This calls are also meant to check on the customer on boarding experience.
• Product Cross Selling and Upselling - Provide potential customers with information on new and existing products and services.
• Alternate Channel Support - Support for the bank’s alternate channels i.e. Debit & Credit Cards, Mobile and Internet Banking platform by assisting customers with registration and guidance on channels usage.

QUALIFICATIONS AND COMPETENCIES REQUIREMENTS:

Academic Qualifications

• Bachelor’s degree in a Business related from a recognized institution.
• Proficiency in Microsoft Office

Experience

• Basic Banking experience is desirable
• Experience working in a Call Centre

Skills and Attributes

• Excellent oral and written communication skills;
• Strong Team Player;
• Excellent problem solving and time management skills;
• Customer centric individual;
• Strong planning and organization skills;
• Ability to multi task;
• Self-driven, autonomous and flexible individual.

Job Purpose:

The role holder will be responsible for acquisition of insurance business within the assigned region/branch with the primary objective of growing the overall Bank`s Profitability through Non-Funded income generated from Insurance Sales Commission Income.

Key Responsibilities:

The Incumbent will report to the Bancassurance Business Development Manager  and will be responsible for:

• Driving growth in Bancassurance business across the region/branch through new business acquisition, cross sells and upsells with a focus to Personal Banking, Premium Banking and MSME customer Segments.
• Execution of day-to-day insurance operations at branch level which entails sales, underwriting, policy documentation, claims documentation, facilitation premium payments etc.
• Following-up on customer insurance policy renewals to ensure desired business retention rations are achieved through timely contact and engagements with respective customers in personal, premium and MSME segments.
• Developing good business working relationships with branch manager, branch relationship officers & customer service officers to generate insurance business leads through their customers in Personal, Premium and MSME customer Segments.
• Ensuring customer inquiries are resolved promptly as per laid down policies and procedures.
• Championing Insurance products and all relevant business processes training at the branch level to sensitize branch staff on Bancassurance business
• Ensuring full compliance with all regulatory and internal procedures in relation to Bancassurance business.
• Ensuring all collaterals and assets which have Bank`s interest are properly and comprehensively insured and bank’s interest properly noted.
• Ensuring debt level is managed proactively and in line with the laid down Bancassurance Debt Policy and underwriting Guidelines.
• Checking and verifying the accuracy, completeness of the documents against checklists provided according to product lines; KYC/AML compliance requirements, in both underwriting and claims.
• Achieving budgeted cross sell on Insurance Premium Financing (IPF).
• Any other official duty that may be allocated by management from time to time.

PERSON SPECIFICATIONS

Qualifications:

• A holder of university degree from a recognized university in Insurance, Business, Finance, or other related business fields.
• Professional qualification in Insurance related field will also be an added advantage.
• Certificate of Proficiency (COP) in Insurance.
• At least two years active working experience in direct sales in a Bancassurance set up or Insurance company.
• Exposure to Bancassurance processes and procedures will be an added advantage.

Key Competencies and Attributes:

• Good interpersonal skills and ability to establish new client relationships and generate new and cross sell business.
• Excellent understanding of Insurance products, underwriting processes, emerging market/industry trends and knowledge of bank processes and procedures.
• Proven ability to develop and maintain effective work relationships with internal and external partners.
• Team working skills with ability to deliver and exceed business targets.
• Excellent business development and client relationship management skills.
• Exposure to Insurance products in the bank set-up with knowledge of the Bank’s set standards, policies, and operating manual, with sound knowledge of bank products.