Channel Support Officer ( 2 Positions) at NCBA Group

Key Accountabilities (Duties and Responsibilities)

Financial 10 

• Increase channel uptake and utilization for customers (hence NFI) in order to reduce manual instructions and calls to contact centre.
• Attending to all customer transfer recall requests urgently to avoid any financial losses arising from customer claims.
• Collecting all applicable service fees and charges as per the existing tariff guide
• Utilize the Contact Centre and CRM data
• base information for cross selling opportunities by identifying customer’s needs.
• Manage activities within approved limits.
• Nil operation loss as a result of incorrect analysis and delayed resolutions
• Detect, mitigate against and document any channel risks encountered along with strategic proposals on how the business is to proactively handle such.

Internal business processes 30 %

• Ensure all channel related queries on email, CRM queue and Secured message portals ARCHIB and CBA Connect) are responded to and acted upon promptly
• Conduct a root cause analysis of the channel complaints that customers raise and report on the same
• Proactively follow up on escalated channel issues to other departments/unit, mainly IT, Relationship Managers or Payments
• Handle CBA Connect reports.
• Respond to Open banking transactional queries and complaints
• Escalate and track Open Banking queries that require other departments’ intervention.
• Improve channel procedures by reviewing existing ones and documenting them
• Facilitate Customer Nostro and Vostro transactions made through CBA Connect
• Analyse and trouble shoot problems within the business systems and engage Contact
• Centre and IT team in identifying shortcomings in the channels systems
• Participate in projects as directed by IT management and assist or execute special
• projects in liaison with Enterprise Project Management officers.
• Back Up team for Contact Centre Front Office and Back Office
• Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Maintain up to date, clear and accurate records of each customer engagement in CRM.
• Use data, information and insights to drive decision-making.
• Use of the Bank’s incident management system to manage incidents
• 100% adherence to policies, procedures and statutory guidelines. Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML
• regulations
• Close gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame.
• Contact IT team on behalf of all teams or information required for issue resolutions and incident and downtime management
• Work towards the transformation of the incident management unit to a fullyfledged one-stop point of contact for handling all modes of customer issues and
• enquiries with escalation and follow-up as necessary.
• Provide feedback to the business from customers on service, process and product improvement.
• Provide feedback on systems for further system development.
• Identify and manage/escalate risks at their level
• Analyzing IT paradigm report to ensure all customer issuers are logged in CRM.
• 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.
• Offer support to other units and especially attend to customers who require talking to ARMs when they are not available.
• Appropriately guide customer service and front line staff on how to handle issues and advise them appropriately on how to collect income and charges for statement
• and copies provided.
• Participate in process improvement methods which are geared towards
• handling customer issues efficiently and contribute in amendment of processes and procedures where necessary.

Customer 50%

• Create a channel experience for customers and stakeholders by prompt service and channel awareness.
• Provide immediate holding responses to customer channel queries and keep updating customers on complaints whose resolution delays
• Keep the customers informed of the status of all channel issues pending resolution.
• Internet Banking Registration, Activation and support for consumer and commercials segment groupings.
• Mobile Banking Registration, Activation and support for consumer group segment and sole signatory business accounts
• Utilise the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, and quarterly).
• Timely retrieval and handling of all other customer Internet Banking secured message requests- e.g. transaction initiation and/or stop payments.
• Efficiently and effectively forward customer requests which require transaction processing to the concerned departments

Learning and growth 10 

• Effectively utilize the learning and development modules and attend to courses relevant to the job holder
• Attend to all scheduled trainings
• Take responsibility to identify and be available for training and coaching opportunities
• Proactively manage own learning and development
• Training other departments on channel procedures.

NCBA Bank Core Value Behaviours (Performance Drivers)

• DRIVEN: - We are passionate, make bold decisions and learn from our failures. We seek new challenges and appreciate different views constantly raising the bar. We explore our full potential.
• OPEN: - Our interactions are candid, honest and transparent. We listen to each other and our clients. We are inclusive and always respect each other.
• RESPONSIVE: - We are proactive, act quickly and resolutely to deliver results. We put our customer’s interests at the heart of all that we do. We keep it simple and seek new ways to improve.
• TRUSTED: - As a trusted partner we do what is morally right always. We keep our word. We are accountable and believe in each other.

Technical Competencies

• Banking / Financial Institutions Knowledge: Certified fundamental understanding of risk, products and operations related to banking and financial services. Working knowledge of own area of operation.
• Product Knowledge:  Broad based working knowledge of all products offered by the bank (breadth and depth). Ability to combine different product offering to create a valueadding solutions for customers. 
• Business Acumen: Understands business fundamentals and practices and captures opportunities to deliver business results by applying a clear understanding of the commercial process
• Financial Acumen: Understands foundational financial concepts and terms, can use them to describe events and can incorporate the same in problem solving and decision making 
• Customer Engagement: Resolves customers’ queries and challenges in organized way, providing the highest quality service and monitors to confirm that
• the customers’ needs have been comprehensively addressed. Provides prompt and insightful feedback to relevant stakeholders to enable them to address the root cause of the challenges faced by customers. 
• Digital: Uses data to make better and faster decisions. Takes actions based on analytics and intelligence that provide near-real-time insights into the customer’s needs and behaviours. Delivers content, messaging and experiences that are personalized and relevant to the customer based on the customer’s preferences. Personalizes and optimizes the customer’s journey.
• Leadership: Individual contributor –exercises self-leadership delivering assigned work in line with professional and technical standards within given time frames. Is reliable and works collaboratively. Has the cognitive intelligence to draw together contrasting strands of information and present a compelling position. Adheres to the company’s values and policies and delivers to set objectives. Has high moral intelligence.

Behavioural Competencies

• Resilience Sustains interest and effort, and perseveres to accomplish a task/ goal.
• Personal Motivation and Drive Is constantly driven by achievement. Takes initiative for personal growth. Commits self to work hard towards a goal.
• Engagement Communicates to create understanding. Can communicate in various formats to best address needs that influences others.
• Responsiveness Available for a task/ duty and ensures that solutions are found and implemented.
• Persuasiveness Ability to influence a thought process. Is able to influence a customer to buy into a solution.
• Leadership Exercises self-leadership in delivering assigned work in line with standards. Is reliable and able to present a compelling position

Professional Competencies

• Industry Knowledge: Has common knowledge about the industry / sector. Continuously builds industry knowledge through engagements with players in the industry, and through other knowledge sharing/building interventions: periodicals, seminars, workshops, forums, etc. Networking
• Skills: Continuously builds and strengthens relationships with colleagues within the organisation; with existing and potential customers, partners, regulators, suppliers, etc. for smooth, efficient, accurate and valueadding service delivery.
• Sales Capability : Present the value proposition of a bank-in-a-box solution to a client and closes the sale.Follow Through: Consistently follows through on commitments and promises with an appropriate sense of urgency, completing them in a timely and reliable manner. Follows up with customers to ensure that they are satisfied.

Qualification

• Bachelor’s degree from a recognized accredited university.
• Demonstrable technical training in digital banking channel operations

Experience

• Minimum of 2 years’ in banking channel support operations and/or banking customer experience operations.

Closing on: Apr 3, 2022