Deadline of this Job: 02 February 2023
Detailed Responsibilities
User support
• Handle incoming support requests from Echo Mobile users. These requests are made via live in platform chat, email and phone during business hours.
• Monitor and reach target average time to reply, average resolution time, and other key metrics that drive the Echo Mobile SLA.
• Guide users on how to discover and use features.
• Report bugs to the engineering team and test bug fixes.
• Report to the engineering team on persistent user challenges and suggest improvements and ideas that would make it easier for customers to use the product.
• Escalate requests as needed to other members of the team and manage upwards to ensure they are actioned appropriately.
Customer education
• Manage Echo Mobile’s knowledge management systems. Create new learning content, feature documentation, and frequently asked questions responses
• Develop and edit how-to video tutorials.
• Contribute to training materials on Echo Mobile product suite and facilitate customer education initiatives such as webinars.
Administrative Support
• Set up and test communication services (SMS shortcodes, USSD codes, IVR numbers) for new customer accounts.
• Manage customer account status by. downgrading/upgrading, mapping / unmapping of services and communicating changes to customers.
Detailed Responsibilities
User support
• Handle incoming support requests from Echo Mobile users. These requests are made via live in platform chat, email and phone during business hours.
• Monitor and reach target average time to reply, average resolution time, and other key metrics that drive the Echo Mobile SLA.
• Guide users on how to discover and use features.
• Report bugs to the engineering team and test bug fixes.
• Report to the engineering team on persistent user challenges and suggest improvements and ideas that would make it easier for customers to use the product.
• Escalate requests as needed to other members of the team and manage upwards to ensure they are actioned appropriately.
Customer education
• Manage Echo Mobile’s knowledge management systems. Create new learning content, feature documentation, and frequently asked questions responses
• Develop and edit how-to video tutorials.
• Contribute to training materials on Echo Mobile product suite and facilitate customer education initiatives such as webinars.
Administrative Support
• Set up and test communication services (SMS shortcodes, USSD codes, IVR numbers) for new customer accounts.
• Manage customer account status by. downgrading/upgrading, mapping / unmapping of services and communicating changes to customers.
Deadline of this Job: 31 January 2023
Job Summary
• To support the Premier Relationship Manager’s sales and relationship building activities by completing the administrative requirements of the sales function.
• To provide customer service to Premier customers.
Job Description
Main accountabilities and approximate time split
Transaction Processing: Time split 40%
• To key in Telegraphic transfers (TT’s) in Flex cube, filing and follow-ups.
• Responsible for follow-ups on standing orders/ bankers' order
• Credit and Debit card applications are to be forwarded to the respective Depts. and follow-ups
• To support business in the effective management of customer documentation and filing of the Financial Planning Guides and ensuring proper indexing as required
• Ensure that all instructions (FDR, standing orders) for processing are to be sent to the respective Depts.
• To assist in the effective amendment of customer addresses.
• To follow up on cheque book applications.
• Sybrin customer applications
Customer Service: Time split 50%
• Act as the first point of contact for Premier customers when they require customer service follow-up.
• Log and resolve any customer service requests and ensure that the requests are completed within acceptable set SLAs.
• Log complaints received from Premier Customers according to the complaints logging standards. Respond to complaints where possible; otherwise, escalate to the Premier Service Executive for follow-up.
• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time for escalated queries and complaints.
• ‘’Direct customers to the appropriate delivery channel to meet their needs e.g., cashiers, ATM’s. Includes encouraging clients to sign-up and use digital channels
• Explain operational processes to customers such as the process for applying for a new cheque book or card or the account statement cycle.
• Ensure the customer has completed all transfer documentation
• Before processing any transfers, validate the customer’s instructions to ensure it’s accurate, authentic and appropriately authorized by the relevant bank official(s).
• Complete form HO974 in case of any suspicious or unexplained transactions and forward to BOL for onward forwarding to the Country Money Laundering and Reporting Officer (MLRO) or escalate through the normal whistle blowing process.
• Ensure the Large Cash Transaction form is dully completed as per the procedure.
• Some of the areas which require urgent attention are: -
• Support business growth by identifying opportunities by way of successful referrals or ensure sales through service’’
• Capture the transaction on the bank’s core system as per the customer’s instructions.
Technical skills / Competencies
• Customer engagement/management skills
• Negotiation Skills
• Financial Analytical skills
• Excellent telephone and listening skills
• Proven communication skills, both verbal and written
• High level of numerical skills
Other Vacancies
Job Summary
• To support the Premier Relationship Manager’s sales and relationship building activities by completing the administrative requirements of the sales function.
• To provide customer service to Premier customers.
Job Description
Main accountabilities and approximate time split
Transaction Processing: Time split 40%
• To key in Telegraphic transfers (TT’s) in Flex cube, filing and follow-ups.
• Responsible for follow-ups on standing orders/ bankers' order
• Credit and Debit card applications are to be forwarded to the respective Depts. and follow-ups
• To support business in the effective management of customer documentation and filing of the Financial Planning Guides and ensuring proper indexing as required
• Ensure that all instructions (FDR, standing orders) for processing are to be sent to the respective Depts.
• To assist in the effective amendment of customer addresses.
• To follow up on cheque book applications.
• Sybrin customer applications
Customer Service: Time split 50%
• Act as the first point of contact for Premier customers when they require customer service follow-up.
• Log and resolve any customer service requests and ensure that the requests are completed within acceptable set SLAs.
• Log complaints received from Premier Customers according to the complaints logging standards. Respond to complaints where possible; otherwise, escalate to the Premier Service Executive for follow-up.
• Build relationships with internal service providers (Operations and KYC Helpdesk) to ensure a quick turnaround time for escalated queries and complaints.
• ‘’Direct customers to the appropriate delivery channel to meet their needs e.g., cashiers, ATM’s. Includes encouraging clients to sign-up and use digital channels
• Explain operational processes to customers such as the process for applying for a new cheque book or card or the account statement cycle.
• Ensure the customer has completed all transfer documentation
• Before processing any transfers, validate the customer’s instructions to ensure it’s accurate, authentic and appropriately authorized by the relevant bank official(s).
• Complete form HO974 in case of any suspicious or unexplained transactions and forward to BOL for onward forwarding to the Country Money Laundering and Reporting Officer (MLRO) or escalate through the normal whistle blowing process.
• Ensure the Large Cash Transaction form is dully completed as per the procedure.
• Some of the areas which require urgent attention are: -
• Support business growth by identifying opportunities by way of successful referrals or ensure sales through service’’
• Capture the transaction on the bank’s core system as per the customer’s instructions.
Technical skills / Competencies
• Customer engagement/management skills
• Negotiation Skills
• Financial Analytical skills
• Excellent telephone and listening skills
• Proven communication skills, both verbal and written
• High level of numerical skills
Other Vacancies
Deadline of this Job: 02 February 2023
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