Job Description: Customer Experience Assistant (CEA)

Job purpose (implied from content)

The Customer Experience Assistant is responsible for prompt processing of customer instructions, training new staff, maintaining staff relations, liaising with departments on customer queries, ensuring banking stationery is available and well displayed, and channelling customer feedback to the call centre.

Key responsibilities

Service & operations

• 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.

Financial & new business growth (10%)

• 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.

Customer experience (10%)

• 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.

Learning and growth (5%)

• 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.

Job dimensions

Reporting relationships

• Direct reports: N/A

• Indirect reports: N/A

Stakeholder management

• Internal: All branch staff, relationship managers, all bank departments, all other staff (internal customers)

• External: Customers

Decision making authority / mandates / constraints

• Authorizations as per limit matrix of NCBA Bank.

• Act within approved policies, procedures and processes of NCBA Bank.

Work cycle and impact (planning)

• N/A

Ideal job specifications

• University degree or equivalent.

• Two years’ experience in branch service operations.

• Basic MS Office applications knowledge.

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 each other 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.

Ideal job competencies

Technical competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

• Technical skills to effectively perform customer care activities/tasks in a manner that consistently produces high quality of service.

• Knowledge of relevant products and service.

• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.

Behavioural competencies

• Result and achievement oriented: Strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards and those of others he leads.

• Personal ethics: Must be honest, fair, just but firm with self, and of high integrity.

• Communication and interpersonal skills: Well-developed oral and report-writing skills, ability to work with, lead and build motivated teams.