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.

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.

Key Responsibilities:

• Ensuring proper systems are in place to effectively manage AML/CFT risk at your level.
• Management of ongoing relationships with existing Public partners and where relevant, leverage those relationships to greater collective impact.
• Managing Strategic partnerships agreements within the Public Sector.
• Provide timely and accurate reporting of pipeline, strategic partnerships and management activities.
• Developing own strategy with clear action plans to ensure achievement of desired results.
• Growth of the existing deposit book as per the set organizational targets through growth of current accounts/collection business as well as wholesale deposits from the Public Sector.
• New client onboarding through the development and maintenance of a pipeline of prospective clients within Public Sector to ensure sustainable growth of the Portfolio.
• Identify and address assigned customer needs, ensuring that the overall service provided is in line with customer expectations and the terms of the service offer.
• Provide specialist information, guidance and advise to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
• Prepare Customer sales coverage plans to ensure each relationship is managed according to the Family Bank customer service charter with regular reviews of the customer portfolio to assess future needs and ongoing fee/income potential.
• Identifying and developing new business proposals efficiently and expeditiously to ensure that potential new business opportunities are not lost to competitors.
• Ensure great working relationship with team members for overall achievement of departmental goals
• Ensure adherence of all bank’s prescribed processes, standard operating procedures and central bank requirements.
• Role Models the Brand and Corporate Values of the Bank both internally and externally.
• Works as part of a team for the purpose of winning together.
• Any other official duties that may be allocated from time to time by management.

The Person:

The ideal candidate must possess the following:

Qualifications

• Bachelor’s degree in Commerce/Business related field.
• Have a minimum of 5 years working in the Banking Industry; with relevant experience in product knowledge and risk management
• Sound knowledge of the Banking Act and the regulatory framework in the Financial Services Industry
• Able to apply Financial knowledge and skills to achieve business goals
• Able to identify and minimize potential and inherent risks in banking
• Communicates effectively and is able to explain complex Business issues
• Track record of motivating, managing and developing individuals and teams to achieve results.
• Proficient in the use of Banking and office management systems

Key Competencies and Attributes

Interpersonal:

• Goal focused and able to spot business opportunities
• Builds networks and maintains strong relationships
• Able to manage and influence others to achieve results
• Has passion and drive to achieve results under difficult circumstances
• Pleasant and able to relate well in diverse social set ups and teams
• Upholds high standard of Professionalism, integrity and respect for others

. Management and leadership ability:

• Able to identify, motivate and develop talent within the Bank.
• Capacity to influence decisions at senior management levels
• Communicates effectively
• Drives high performance in teams.