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Customer Consultant - Nairobi & Naivasha Branches

Posted at
12. Jul, 10:51
Company Industry
Banking & Finance
Work Type
Full time
Job Level
Mid level
Minimum Qualification
Years Experience
2 years
Application Deadline
Nairobi CBD Nairobi

Customer Channels

Job Purpose

To meet and exceed customers’ expectations in regards to providing them with appropriate and efficient in-branch service, ensuring speed and quality of product/service transactions. Also to identify and act on cross selling opportunities when dealing with customers. To maintain a high level of integrity and ethical standards.

Key Responsibilities/Accountabilities

Customer service
Provide exceptional service to existing and walk-in customers based on the relevant products and services available.
Demonstrate Self Service Banking and help customers to register for relevant channels.
Manage “cost of sales” through the utilisation of multi channel delivery strategies, such as actively managing customer migration onto electronic banking channels.
Identify Cross-selling opportunities of products and services as required to provide a solution to the original service request and where necessary pass leads on to relevant areas on time.
Listen to, empathise with and pacify irate customers by swiftly resolving their problems/complaints or when this is not possible by referring queries that cannot be resolved to the appropriate area and following up on referrals to ensure satisfactory resolution. Identify sales potential and quality sales opportunities and ensure appropriate follow-through of such leads.

Legislative compliance Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice.
Complete disclosure to the customers in terms of accreditation, service fees, and commission.
Ensure proper record keeping.

Risk management Ensure that all the required controls are in place to minimise the risks associated with processes performed in the service consulting area.

Preferred Qualification and Experience

University Degree from a recognized University.
2 – 3 years Banking experience

Knowledge/Technical Skills/Expertise

Sound knowledge of laid-down policies and procedures relating to customer service.
Excellent knowledge of Self Service Banking, (ATM’s, Internet, Telephone and Cell Phone Banking)
Sound knowledge of banking products/services and the procedures underpinning them.
Knowledge of the Code of Banking Practice.
Knowledge of the new Delivery System as it relates to enquiries.
Knowledge of Managing Local Market sales principles.
Basic knowledge of the functions of the various departments within the branch
Attendance of relevant SBSA training courses, e.g. products, communication, sales skills..

Applications are invited from qualified persons for the above vacant position.

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