Job Description

An outbound contact center role whose aim is to onboard and/or cross sell to new and existing customers by contacting them at their predictable churn points with a view to proactively exceed expectations

Customer Service


Meet new customer activations as per desired target from business.
Increase customer product utilization through cross selling by measures guided by the business.
Own and address any service issues raised by clients by logging in the issues for resolution by CCC team.
Ensure any after sales queries are logged in for resolution by the CCC team.
Provide periodic reports to CHNW & BCC and other stakeholders on performance on new accounts and other offering, as well as problems encountered by customers and root cause on the same.


 Business Process Improvement/People engagement


Engagement with branch and support units regularly to address issue of customer satisfaction and root cause of service deficiencies.
Identification of complaint root causes and engage relevant units to assist address these.


Learning and growth


Achieve a minimum of 95% in product quizzes and accreditation exams.
Become fully skilled in PBB product offering and processes.
Identify 1 skill per quarter for growth and development and plan as well as implement learning process for it.


Financial Performance


Support the sales team by providing leads for follow up.
Reduce costs at department by limiting unnecessary stationery, taxi,food and telephone usage.


Risk and compliance


Ensure no reputation / legal risk through the strict following of KYC and AML guidelines and correct provision of information to clients.
Minimum annual score of Satisfactory, on audit ratings/internal review findings.


Qualifications


First Degree.


Additional Information

Knowledge


Understanding of a full range of products
A broad understanding of the bank’s procedures and policies and the application of the GRG with particular emphasis on the account opening environment, policies and procedures.
Code of Banking Practice
Understanding the branch sales practice
Basic computer literacy
Sales skills
Knowledge of the Financial Advisory and Intermediary Services Act.


Experience


Entry level. Exposure to Customer Consulting or Call Centre experience will be an added advantage.


Personal competencies


Good verbal communication skills – sincere and articulate.
Passionate about sales and service.
Target driven.
Ability to listen and probe effectively to determine customers’ real needs.
Ability to provide accurate information.
Focuses on getting things finished.
Ability to handle pressure/conflict.
Ability to remain calm under pressure and not to take criticism personally.
Self-motivated.
Integrity and honesty.