Descriptions
SUMMARY
OVERVIEW
Job Description Contact Center Advisor; Inclusive desk (Fixed term – 1 year) (1 Position(s)) Job Location : Head Office, Hq Job Purpose: To provide full Contact Centre advisor support across all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment. Main
RESPONSIBILITIES
- : Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels.
- Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards.
- Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services.
- Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system.
- Troubleshoot customer issues and provide appropriate first-level resolutions where possible.
- Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA.
- Provide branch support where a customer with disability requires specialized communication support that is not available at branch level.
- Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required.
- Promote digital banking adoption by educating customers on
BENEFITS
- , features, security awareness, self-service options and safe usage.
- Support outbound customer engagement, service recovery, retention, sales campaigns, customer education and follow-up activities as assigned.
- Maintain confidentiality, privacy and dignity of customers, especially where customers would otherwise rely on third parties for communication.
- Prepare daily, weekly or monthly reports on handled cases, complaints, escalations, PWD/deaf desk usage and recurring issues as required.
- Work on 24/7 roster arrangements including weekends and public holidays where required by Contact Centre operations.
- Adhere to Financial Consumer Protection Regulations, Risk, Compliance, Data Protection, NMB values, Code of Conduct, policies and procedures Knowledge and Skills: Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
- Knowledge of banking products, services, and digital channels Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
- Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
- Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
- Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.
QUALIFICATIONS
- and Experience: Bachelor’s degree in business administration, Banking, Finance, Accounting, Economics or any other related field.
- Professional certification or demonstrated capability in sign language is a must Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities preferably in banking or financial services will be an added advantage NMB Bank Plc is an Equal Opportunity Employer.
- We are committed to creating a diverse environment and achieving a gender balanced [...]
HOW TO APPLY
Use the application link below to open the official application form.
