Customer Service
Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and Congo, Equity Bank is now home to more than 12 million customers – the largest customer base in Africa.
Equity Bank is one of the region’s leading Banks whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities. With a strong footprint in Kenya, Uganda, Tanzania, Rwanda, South Sudan and Congo, Equity Bank is now home to more than 12 million customers – the largest customer base in Africa.
Job description
Reporting to the Customer Service Manager,
the ideal candidate will be tasked with engaging clients on phone and email,
giving advice on Diaspora Banking products and services and assisting clients
with transactions from the Equity Bank Online platform, Eazzy-net and from
manual transaction requests, assist clients to on-board to Mobile Banking,
dispatch ATM’s and PINs to clients.
Responsibilities
·
Capturing all queries (including
verbal or written) on the bank’s query logging system.
·
Resolving customers enquiries at the
first instance by using the bank’s systems and escalating to the Customer
Service Manager when need arises per set Service Level Agreements.
·
Explaining to customers the process
flows for all their requests, including timelines and requirements expected
from the Bank and Client.
·
Explaining the banks procedures,
security requirements (such as the requirement to provide sufficient
identifying information when carrying out a transaction) as well as services to
customers.
·
Informing customers of the value of
using the Customer Feedback system, on the Oracle Service Cloud.
·
Providing adhoc reports, visibility
on all call and email transactions made with clients.
·
Answering and managing incoming
calls.
·
Cross-selling and marketing the
Bank’s products and services to ensure increased diaspora customer base and
increased value per customer.
·
Ensuring that high standards of
Customer Service are maintained to achieve high retention levels among existing
customers.
·
Reporting and giving feedback to
branch management on levels of customer satisfaction and recurrent issues.
·
Escalating issues raised via phone to
the relevant teams.
·
To support the entire branch network
on Diaspora Banking related queries.
·
Ensure 100% compliance to the Bank’s
policies and Procedures.
Qualifications
·
University degree in relevant field
·
A minimum of 2 years’ experience in
Customer Service function in the Bank.
·
Good working knowledge of various IT
systems
·
Knowledge of Bank’s customer
segments, product types, service channels and tariffs.
·
Should be of sound knowledge of global
business environment, regulations and operations is desirable.
Desired Competencies
·
Strong analytical and problem-solving
skills.
·
Excellent planning skills.
·
Excellent interpersonal skills.
·
Excellent and effective
communications skills, both orally and in writing.
·
Strong sense of responsibility and
urgency.
·
Attention to details and ability to
identify fraudulent activities.
·
Show world class customer service
skills on phone, email and verbally.
·
Ability to work well with minimum
supervision.
·
Highly motivated and enthusiastic
·
Possess administrative skills, and
the ability to work as part of a team.
How to Apply
Internal Auditor
Equity Bank is one of the region’s
leading Banks whose purpose is to transform the lives and livelihoods of the
people of Africa socially and economically by availing them modern, inclusive
financial services that maximize their opportunities. With a strong footprint
in Kenya, Uganda, Tanzania, Rwanda, South Sudan and Congo, Equity Bank is now
home to more than 12 million customers – the largest customer base in Africa.
Reporting to the Senior Audit
Manager, the role holder will be responsible for ensuring the Bank has
effective financial, operational and information systems controls, adequate and
effective risk management processes and ensure observance of good corporate
governance practices.
Key Responsibilities
·
Ensuring routine audits are
methodically planned for and executed as per the audit plan;
·
Developing programs and work plans
for evaluating internal controls and ensuring they meet audit standards and
assignment objectives;
·
Leading audit teams during field work
and in conducting other reviews as assigned;
·
Identifying business risks and
control weaknesses and recommending appropriate mitigation measures;
·
Appraising the soundness, adequacy,
application and efficiency of financial, operational and information system
controls established to mitigate business risks;
·
Ensuring audit issues are discussed
and cleared with process owners and their responses including corrective action
plans agreed on;
·
Preparing timely and complete audit
reports in line with audit standards.
·
Tracking audit issues to ensure they
are addressed within agreed timelines.
Qualifications
·
Graduate in either business or IT
related studies;
·
CPA (K) or ACCA and CISA;
·
Minimum three years audit experience
in a reputable audit firm or in a commercial bank;
·
Excellent report writing, oral
communication, logical and analytical skills;
·
Excellent working knowledge of
computer assisted audit techniques, data analytics and Teammate;
·
Team player with good interpersonal
skills;
·
Open minded with the ability to learn
in a dynamic environment, possesses good commercial awareness and knowledge on
international best practice standards in financial reporting (IFRS), IIA
Standards and corporate governance.
How to Apply