Build your future with us! NCBA is hiring 5 Customer Support Specialists to elevate our customer experience.

If you are a problem-solver with a passion for customer care, we want to hear from you. Click the link below to apply today and join our journey!

Job Purpose Statement

Play a vital role in ensuring a seamless transition of customers during  the New CIB Project Activities. The job holder will  provide  essential assistance  and  support  to customers during  the UAI  Activities, self-migration and  forced migration phases. This position requires effective communication, adaptability, and  a strong commitment to customer satisfaction.

Key Accountabilities (Duties and Responsibilities)

% Weighting

Perspective      (to add up        Output

to 100%)

Financial           20%

•     Ensuring   customer   satisfaction:   Indirectly   contribute   to   the   Bank’s financial well-being  by ensuring  customer satisfaction, which can lead

to continued  patronage and  potential revenue  growth.

Internal business processes

20%                    •     Migration  support:  Collaborate with  the  migration team to ensure  that customers’   accounts   and   data  are   accurately   transferred   to  the

upgraded system.

  • Issue resolution:  Identify  customer  pain   points  and   proactively  work towards their timely resolution.
  • Documentation:Maintain  accurate records  of  customer  interactions, issues, and  resolutions for future reference and  analysis.

Customer          50%

•     Customer assistance:  Help  customers, whether through  outbound calls or in-person at branches, to help  them  navigate the new  omnichannel services,  address  their  queries,  and  guide  them through  the  migration process. Ensure  a positive  migration experience.

  • Communication:Communicate clearly and  effectively with customers, providing guidance and instructions on using the new channels and resolving any issues they may encounter.
  • Feedback collection: Collect feedback from  customers  and  forward it to the  Line  Manager for analysis and  improvement.
  • Awareness activities:    Conduct   awareness    activities    to   enhance customers’ knowledge of the new channels, including capabilities, offerings, and  benefits.
  •    Customer activation:  Activate inactive  customers  who   are  registered with  the digital platform but  are not currently using  the channel.
  •    Saturday Coverage:    Ensure    coverage   for   customer   support    on

Saturdays   and    support   after-hours   as   needed   to   accommodate

customer schedules.

Learning            10%                    •     Skills enhancement: Receive comprehensive  training  to excel in the

and growth                                        migration exercise.

  • Adaptability:Embrace a dynamic, fast-paced  environment to foster personal  and  professional growth.

Job Dimensions

Stakeholder Management: key stakeholders that the position holder will need  to liaise/work with to be successful in this role.

Internal:                                                                                      External

  •  Business Management Teams                                        ·•    Customers
  •  Shared Services                                                                 •     BOT
  •  Other Group  Functions                                                    d

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make.

  • Customer assistance:  Empowered  to make decisions  related  to assisting  customers  in  navigating the  new omnichannel services, addressing their queries, and  guiding them through the migration process.
  • Issue resolution:  Authority  to  make decisions  regarding  the  resolution  of  customer  issues  and concerns encountered during  the migration process.
  •    Feedback collection:  Authorized  to collect feedback from  customers  and  forward it to the  Line Manager for analysis  and  potential  improvement.
  • Customer activation:  Mandate to communicate to  inactive  customers  who  are  registered  with the digital platforms  but  are not currently using the channels for activation.
  • Awareness activities:   Can  make  decisions   related   to  planning   and   conducting  awareness activities  to  enhance  customers’  knowledge  of  the   digital  channels,  including  capabilities, offerings, and  benefits.
  • Documentation: Responsible  for maintaining  accurate records  of  customer  interactions,  issues, and  resolutions for future reference and  analysis.

ldeal Job Specifications

Academic qualifications:

  • Diploma or Certificate in  Business studies, II, or any other equivalent and  relevant qualification from an accredited  institution.

Desired work experience:

  •    Prior experience in customer support or a similar role is advantageous.

Skills:

  •    Possesses some  understanding  of banking  products  and  services.

Ideal Job Specifications

  •    Demonstrates strong  interpersonal and  communication abilities.
  •    Thrives in  collaborative team environments, fostering  cooperation.
  •    Proficient in  analytical thinking, problem-solving, and  effective decision-making.
  •    Adaptable and  eager to learn  in a dynamic, fast-paced  setting.
  •    Committed to a customer-centric  approach, delivering exceptional service.
  •    Skilled in IT and  digital technologies, including  mobile  devices.
  •    Capable of effective  communication  in both outbound calls and  in-person  interactions.
  •    Achieves daily targets for customer outreach through  phone calls.
  •    Versatile in handling  a wide  range of customer inquiries  and  concerns.
  •    Upholds high standards  of integrity and  trustworthiness in professional interactions.

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 eachother 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