Customer Service Advocate
JOB TITLE: Customer Service Advocate
POSITION SUMMARY
The incumbent is primarily responsible for providing effective customer service to all customers via digital and non-digital channels by utilizing excellent in-depth knowledge of company products and services. This will include handling all inquiries, and queries and resolving customer complaints
REPORTS TO:
Supervisor Customer Representative
KEY RELATIONSHIPS:
Internally: Internal Customers, Immediate Supervisor and Manager
Externally: External Customers via any and all Customer Serving channels
KEY ACCOUNTABILITIES
• Always provide splendid customer service to customers in a friendly and courteous manner
• Have sufficient knowledge about the banking products and services and respond to all inquiries, queries, and requests accordingly
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
• Ensure that all the bank’s policies and procedures, code of conduct, and regulatory guidelines are strictly complied with within the process of discharging duties
• Inform and suggest new banking products (digital and non-digital) to customers
• Promote the bank’s digital products and services as they are introduced
• Assist with the onboarding of clients onto digital platforms
• Cross-sell to digital channel services
• Assist in evaluating the competitive and economic environments to facilitate growth and development of the bank’s digital offerings
• Assist in conducting the appropriate risk evaluation of customers for digital products
• Open new bank accounts according to laid down rules and guidelines
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
• Participate in marketing and awareness campaigns in the bank to create an increased customer base
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Be involved in performing some financial related and marketing transactions
• Channel complex customer complaints and challenges to the right quarters for effective resolution
• Continuously update skills by participating in professional training, attending courses as instructed by management, and being willing to contribute acquired knowledge to the development of the back
• Performs any other related tasks/duties as required
• Work is done in accordance with the established safety practices and procedures.
EDUCATION & TRAINING REQUIREMENTS
• At least (5) Ordinary Level passes, General Proficiency inclusive of Mathematics and English.
• Proficiency in Microsoft Office Suite.
• A minimum of 1 – 3 years’ experience in a customer service-related environment will be an asset.
• Customer Services/Creating and Keeping Customers
• Excellent negotiation skills and be able to influence people
BEHAVIORAL COMPETENCY:
CUSTOMER FOCUS – Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
BEHAVE ETHICALLY- Maintain an image in keeping with the company’s code of ethics.
COMMUNICATION: OPEN – Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside; encourages open expression of ideas and opinions
COMMUNICATION: ORAL AND WRITTEN – Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations.
ADAPTABILITY: Adapt to changes in the work environment; Change approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
PLANNING & ORGANIZING/TIME MANAGEMENT – Establishes a systematic course of action for self or others to ensure the accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity
ACCURACY – Ensures that data presented is free from error.
ATTENTION TO DETAIL – Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organize time and resources efficiently
DECISION MAKING- Applies guidelines and procedures that require some interpretation in dealing with exceptions.
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