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Full-time
Customer Experience Assistant Job at NCBA Bank
NCBA Bank
Job Description
The Customer Experience Assistant is responsible for the prompt processing of customer instructions and requests while maintaining high service standards. The role involves training staff, managing customer feedback, and liaising with internal departments to resolve queries. Additionally, the assistant supports financial growth through cross-selling and lead generation.
Duties, Roles and Responsibilities
- Prompt processing of customer instructions and requests.
- Training of new staff members as well as maintaining excellent staff relations.
- Liaising with respective departments over customer queries and letters of instructions.
- Ensuring that banking stationery (i.e., banking slips, pamphlets on products) is available and well displayed.
- Channelling all customer feedback to call centre for action and/or information.
- Ensure no revenue leakage by prompt revenue collection (commissions and charges as per the ruling tariff).
- Cross-selling of bank products and services to both potential and existing customers.
- Collect sales leads/referrals from customers and follow up to ensure sales are closed.
- Ensure achievement of personal sales goals for all products as outlined in the targets, as well as participating in and leading branch sales promotions.
- Ensure costs are managed by making sure that all cost agents at branch specifically related to cash operation area are maintained at a low level.
- Maintain high level customer service standards at all times.
- Receive customer enquiries and complaints and log them into CRM at all times as per agreed TAT.
- Monitor TAT for transaction processing to maintain high customer service standards at all times.
- Ensure follow-up on customer queries and provide feedback promptly at all times.
- Keep self-updated on existing and new products to offer customers informed advice and cross-sell appropriately.
- Ensure no queues by attending to counters at all times.
- Ensure personal growth by continuous learning/training for self through e-learning, internal and external training activities.
- Ensure compliance with the leave policy on block leave and minimum carry-over of leave days for yourself.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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