Job Summary: Responsible for handling incoming calls and customer service inquiries at the call center and to help customers with complaints and questions, give customers information about the bank products and services.

Key Responsibilities:
• Attending to all Customer inquiries via our Contact Center Communication Channels in a timely and friendly manner.
• Support Branches in Route calls – Zero Balance Accounts, Inactive Accounts, Dormant Accounts and on boarding journey for customers
• Tele Marketing of the bank’s products and services
• SMS & Email Marketing of the bank’s products and services.
• Preparation of call Centre reports (inbound &outbound)
• Follow-up on customer calls, addressing customer’s complaints or concerns and working to resolve these issues
• Proper update customer complaints in the system, including notes about interactions across the bank
• Generating feedback to customers, create and maintain reports about customer interactions
• Preparing and submitting weekly and monthly CRM reports
• Monitoring the promises made in the interdepartmental service level agreements by engaging the different and provide quarterly reports

Education.
• A Bachelor’s degree

Experience.
• At least 2 years’ experience in a similar role preferably in a Banking industry or Telecom.

Skills and competencies.
• Customer Service skills
• Good communication
• Interpersonal skills
• Analytical and Problem Solving
• Accuracy / Attention to detail
• Basic Banking knowledg