Summary
Date Posted: Sunday, July 16, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
MAIN PURPOSE OF THE JOB
To deliver excellent customer service, query and incident resolution as to both internal and external customers.

DUTIES AND RESPONSIBILITIES PROCESSES
• Eensure all customer complaints, suggestions and compliments in all branches/departments are promptly tracked, resolved/responded to within the agreed internal and regulator standards.
• Ensure 100% compliance to Tropical Bank`s Policies and procedures.
• Ensure that the complaints handling procedures are adhered to across all branches and departments as well as guiding staff with the process.
• To carry out quarterly branch visits to ascertain customers’ experience at branches.
• Ensure customer experience standards and procedures are observed by staff to enable seamless service at all bank service points.
• Prepare and ensure that all Returns and reports (MRC, RCSA, Incident reports) are submitted to management as per agreed SLAs.
• Annually carry out customer service days across branches as a way of celebrating our customers and showing them appreciation and obtaining feedback on the bank`s products and services.
• Ensure annual reviews of the customer service guiding principles( charter, service standards, complaints handling procedures.)
• Periodically share trending/prevailing customer service practices in the world to move Tropical Bank with the ever evolving trends in customer expectations.
• In liaison with marketing department inform customers of any service challenges, new products to customers to avoid customer being stranded.
• Carry out account activation to avoid high account dormancy rates.
• Prepare and send awareness of digital channels via communication channels

PEOPLE
• To conduct service attitude and cultural training, refresher courses and induction/orientation of all banking officers in order so as to boost customer experience of the institution and also front the institution in the financial market.
• Carryout customer satisfaction surveys annually .
• Ensure customers are actively and timely engaged across all social media platforms like WhatsApp, toll free, email etc.

SYSTEMS
• Ensure the Customer Relationship Management System is updated daily.
• To perform any other duties that shall be assigned to me time to time

BUDGET RESPONSIBILITIES/FINANCIAL
• Grow customer numbers by introducing 2 new accounts per month
• Cross-sell and upsell bank products via communication channels to grow business.

NOTE: All these must and will be executed within the agreed bank policies and procedures.

KEY PERFORMANCE INDICATORS
Number of customer complaints/Compliments/Suggestions/Feedback
• Audit rating on customer service in branches
• Customer service trainings
• Customer retention rate
• Number of customer referrals
• Turnaround time of products and services
• Growth of client base, loan book and deposits
• Customer Service Index
• Fluent in English

PERSON SPECIFICATION
• A degree in business related field from a recognized University
• 5 years relevant working experience in customer service preferably in a banking or commercial environment

Behavioral competencies
• Communication skills
• Integrity
• Professionalism
• Analytical skills
• Leadership skills
• Creative and innovative thinking


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

Job application procedure

If you are qualified and seeking an exciting new challenge, please visit our official website for more details: www.trobank.com 
Deadline: 19th July, 2023


All Jobs

QUICK ALERT SUBSCRIPTION