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Back Office Agent Job in Kenya



Back Office Agent



Job Purpose Statement



To deliver exceptional
performance through excellent customer service, query and incident resolution
as to both internal and external customers. The job holder will also be
responsible timely follow up, escalation to ensure that quality customer
service is maintained at all times and complies with the established service
standards. Owning the customer, request , complaint and enquiry from end to
end, and informing the customer and the relationship manager of the status
while working within set SLAs and KPIs



Duties and
Responsibilities



Output Financial
10% 




  • Promptly attending to all urgent customer requests
    to curb financial losses arising from customer claims.eg transfer recall
    requests, account blocking, fraud alerts, card blocking, stop payment etc.

  • Utilize the Contact Centre and CRM data base to
    generate sales leads and opportunities to meet and exceed revenue targets

  • Ensuring that all charges/commissions are
    collected as per Bank Tariff for all items handled by the unit.

  • Ensure efficient use of administrative support
    tools at the Customer Care Centre including, stationery, telephones and
    other facilities to ensure efficient cost control in usage on all
    requisitions hence reduction in expenditure.



Internal business
processes 30% 




  • Self-familiarization and full compliance with the
    Bank’s operation policies, procedures and relevant Banking regulations
    & legislation in responding to and resolving any queries relating to
    the unit’s operations, whilst contributing to procedures development and
    improvement through continuous reviews.

  • Participate in process improvement methods which
    are geared towards handling customer issues effectively and efficiently

  • Ensure the safety of the Customer’s & Bank’s
    information and assets as well as advising the Service Centers and
    Branches on best practice through knowledge sharing regarding procedures
    and investigative experience hence preventing fraud.

  • Achieve operational excellence in all aspects of
    procedures and processes undertaken to ensure satisfactory audit ratings.

  • Offer support to corporate business units and
    other back office departments

  • Provide back office support to all departments
    within the bank by ensuring the safety of the Customer’s & Bank’s information
    and assets.

  • Back up for the inbound team for increased
    distress interactions due to system downtown.

  • Contact other Commercial banks for information
    required for issue resolutions such recall of funds.

  • Act as an intermediary between the bank and aggregators
    for the follow up and resolution of channel related payments- Pesalink,
    Bill Payments, Mpesa payments.

  • Generate reports from issues logged in to CRM,
    collect meaningful data and give analyses which will be used to raise the
    standard of service and decision making



Customer 50% 




  • Handle customer queries and complaints by taking
    ownership and resolving in a timely manner as well as ensuring that
    customers are advised of the most appropriate delivery channels to meet
    their needs.

  • Daily review of customer complaints from CRM, to
    ensure constant update and timely resolution whilst compiling feedback on
    recurrent issues for management information use.

  • Follow up, investigate and resolve queries
    escalated by front Office team as per the stipulated SLA.

  • Provide a holding response as per the banks
    standards to customers on cases requiring further attention.

  • Achieve a case resolution of 98%, email quality
    90% and a holding response of 100%

  • Attend to all fraud and legal cases assigned
    directly from the queues

  • Prepare customer Audit Confirmations

  • Manage Tanzania, Rwanda and Uganda cases

  • Champion team and inter departmental SLA’s
    adherence



Learning and growth
10% 




  • Strive to continually improve personal performance
    in order to achieve team and departmental SLA’s and KPI’s. Take feedback
    from coaching proactively

  • Takes responsibility for continuous
    self-development and own learning.

  • Effectively utilize the learning and development
    modules and attend to courses relevant to the job holder

  • Attend to all scheduled training



Ideal Job
Specifications



Academic:




  • University degree – Upper Second or GPA 3.0.



Professional:




  • Excellent problem-solving capabilities

  • Excellent communication skills.



Desired work
experience:




  • Four years’ experience in banking operations;
    interaction with CRM is an added advantage.

  • Practical experience in use of relevant MS Office
    applications.



How To Apply



Interested
and qualified? Go to
 NCBA Group on
ke.ncbagroup.com
 to apply




https://jobcenterkenya.com/back-office-agent-job-in-kenya/

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