Job Title: Customer Experience Advisor
Hiring Organization: SBM
Bank
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/28/2024
Job Purpose
The role
holder will be responsible for delivering seamless world class customer
experience across all customer touch points with utmost level of consistency
& professionalism.
Key
Responsibilities
Customer
Experience
- Available
and able to respond in a prompt, timely, friendly, supportive and helpful
manner to all customers who walk into the branch and project a
professional, warm and friendly image.
- Use
sound judgment and take decisions that will meet customer expectations
while striving to achieve a win/win outcome for the Customer and the Bank
- Ensure
customers receive excellent and consistent service by providing fast,
accurate, relevant and useful information, regarding all aspects of SBM
Bank Products and Services in line with the customer’s feedback and needs
to achieve a world-class customer experience at all times
- Ensure
that all customer queries, problems and complaints related to the bank are
completely and effectively resolved as a ‘One Stop Shop’ service
- Take
responsibility for acting on, following up customer instructions
proactively and keeping customers frequently updated on the status
- Avail
customer instruments such as cheque books, prepaid, debit cards, mobile
access and online access within agreed timelines
- To
ensure that issues escalated arising from customer queries are resolved
within 24 hours to maintain customer satisfaction & loyalty
- Eliminate
recurring customer issues through Root Cause Analysis and maintain Service
Improvement Action Plans which should be implemented in the “Kill the
stupid rule habit”
- Uphold
and maintain the SBM Bank Values.
Business
Growth
- Drive
revenue growth through revenue assurance and non-funded income
- Required
to open, reactivate and retain set number of target accounts and cross
sell full array of retail products while ensuring optimal channel
utilization as per set targets.
- Deepen
existing relationships and grow share of wallet/potential value within the
Bank by recognizing and referring cross-sell opportunities through channel
migration, cross sell and up sell of products and services that add value
to the customer on the use of digital alternative channels.
Compliance
and Audit
- Ensure
that the branch look and feel is within set Customer Experience Standards
including implementation of adherence to SBM Habits, Name tags (First Name
Only), dress code – Clean Desk Policy and Floor Management of the banking
hall
- Authenticate
Customers identity and when positive, capture and update customer
interactions accurately on CRM; when unable to validate, escalate
interaction via CRM
- To
ensure strict compliance with Branch Operations, Customer Experience
Policy, Customer Service Standards and all other Bank Processes and
Procedures so as to get It Right the First Time, every time for all branch
staff
- Comply
with respective Know Your Customer (KYC), KYP, KYT, Anti Money Laundering
(AML) procedures and be alert at all times to unusual or possibly
suspicious activity, and make an incident report to the Branch Manager,
Customer Experience and Risk
Learning
and Development
- Take
responsibility to continually develop and learn, so as to improve personal
performance in order to achieve individual, team and departmental SLA’s
and KPI’s
Key
Relationships
- External
Customers
- Branch
Colleagues
- Colleagues
within Branch network and Central Office
- Knowledge
Requirements
Skills
and Experience required for this Role
- Bachelor’s
degree in any discipline with a minimum of second class honors
- Good
Communication Skills (written and verbal)
- Customer
service management processes and procedures MS proficiency – Excel,
PowerPoint, word etc
Competencies
required for this Role
- Working
with people
- Adhering
to principles and values
- Relating
and networking
- Persuading
and influencing
- Presenting
and communicating information
- Writing
and reporting
- Learning
and researching
- Creating
and innovating
- Delivering
results and meeting customer expectations
- Following
instructions and procedures
- Adapting
and responding to change
- Coping
with pressure and setbacks
- Achieving
personal work goals and objectives