Contact Center Advisor; Inclusive desk (Fixed term – 1 year)
Job snapshot
| Role | Contact Center Advisor; Inclusive desk (Fixed term |
|---|---|
| Employer | NMB Bank Plc |
| Location | Head Office, Hq |
Role overview
To provide full Contact Centre advisor support over all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment.
Key responsibilities
- Supporting branch teams on how to connect customers to the centralized Deaf PWD Support Desk when specialized support is required.
- Supporting customers on account enquiries card issues mobile banking internet banking ATM agency banking failed transactions product information and broad banking services.
- Adhere to Financial Consumer Protection Regulations Risk Compliance Data Protection NMB values Code of Conduct policies and procedures.
- Advance digital banking adoption by educating customers on benefits features security awareness self service options and safe usage.
- Preparing 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 covering weekends and public holidays where required by Contact Centre operations.
- Serve customers who have hearing impairment via sign language support video support chat or remaining approved accessible channels.
- Maintaining confidentiality privacy and dignity of customers especially where customers would otherwise rely on third parties for communication.
- Log every customer interactions complaints and service requests accurately in the approved CRM or case management system.
- Providing branch support where a customer with disability requires specialized communication support that is not accessible at branch level.
- Receive and respond to customer enquiries requests and complaints in line with approved Contact Centre procedures and service standards.
- Supporting outbound customer contact service recovery retention sales campaigns customer education and follow up activities as assigned.
- This as well covers providing normal Contact Centre customer support via calls and approved digital channels.
- Troubleshoot customer issues and provide appropriate first level resolutions where possible.
- Escalate unresolved or complex issues to related internal teams and follow up until closure inside agreed Service Level Agreement Service Level Agreement (SLA).
- Email social media live chat WhatsApp and remaining service platforms.
Requirements
- Bachelor's degree in business administration Banking Finance Accounting Economics or every remaining related field.
- Experience in handling inbound calls outbound calls complaints and customer follow up activities preferably in banking or financial support will be a useful extra.
- Knowledge of banking offerings support and digital channels.
- Ability to communicate professionally with customers over calls chat email social media and video channels.
- Good knowledge of Contact Centre operations customer service standards and customer complaint handling.
- Ability to support outbound contact retention sales leads cross selling and digital adoption initiatives where given.
- Ability to document issues prepare simple reports identify trends and recommending service improvements.
- Ability to support customers with special needs who have hearing impairment using sign language or approved accessible communication methods.
- Professional certification or demonstrated capability in sign language is a must.
- Customer service call handling service recovery complaint management problem solving escalation follow up and customer education.
How to apply
Apply via the NMB Bank Plc careers portal for this post holder.
Jobconnect application guidance
Before applying for Contact Center Advisor; Inclusive desk (Fixed term, review the requirements carefully, tailor your CV to the role, and follow the instructions shown in the advert.
- Identify 2-3 requirements from the advert and make sure they are clearly visible in your CV, cover letter, or application message.
- Prepare a short application message that mentions the exact job title and why you fit the role.
- Keep your phone and email active after applying so you do not miss interview or assessment updates.
CV hints for this job
For Contact Center Advisor; Inclusive desk (Fixed term – 1 year) at NMB Bank Plc, align your CV with the location and role context: Head Office, Hq.
Interview preparation
Jobconnect practice questions, not confirmed employer interview questions. Base your answers on your own experience.
Advert requirement: Bachelor's degree in business administration Banking Finance Accounting Economics or every remaining related field. How does your education or training match this requirement? Give the exact qualification, institution and completion status. Do not assume an alternative qualification is accepted.
Advert requirement: Experience in handling inbound calls outbound calls complaints and customer follow up activities preferably in banking or financial support will be a useful extra. Which roles or assignments demonstrate the experience requested here? Explain the dates, your responsibility, your actions and the outcome. Do not count overlapping periods twice.
Advert requirement: Knowledge of banking offerings support and digital channels. How would you demonstrate this requirement using a specific example from your work or training? Describe the task, your actions, relevant tools and outcome. Be clear about anything you have not yet done.
Advert requirement: Ability to communicate professionally with customers over calls chat email social media and video channels. How would you demonstrate this requirement using a specific example from your work or training? Describe the task, your actions, relevant tools and outcome. Be clear about anything you have not yet done.
Advert requirement: Good knowledge of Contact Centre operations customer service standards and customer complaint handling. How would you demonstrate this requirement using a specific example from your work or training? Describe the task, your actions, relevant tools and outcome. Be clear about anything you have not yet done.
General practice What would you want the employer to clarify about this advert? Prepare a question about something genuinely unstated. Do not assume pay, benefits or working arrangements.
General practice What would you need to learn to perform this role well? Explain any gap honestly and the practical steps you would take to learn.
View sample application letter Dynamic draft tailored to this job post. Edit it before sending.
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Refer to the letter heading above, I am writing to apply for the Contact Center Advisor; Inclusive desk (Fixed term position. After reviewing the advertised requirements, I believe my skills, experience, and commitment to professional results make me a strong candidate for this opportunity.
My background has prepared me to contribute effectively in work relevant to Contact Center Advisor; Inclusive desk (Fixed term. I can bring relevant experience, strong attention to detail, and the ability to work responsibly with teams, clients, and organizational priorities. In tailoring this application, I would highlight evidence related to Bachelor's degree in business administration, Banking, Finance, Accounting, Economics or any other related field. Professional certification or demons.
I am especially interested in this role because it aligns with responsibilities such as Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms..... I am confident that my ability to learn quickly, communicate clearly, and deliver dependable work would support the goals of the organization.
I have attached my CV and supporting documents for your review. I would appreciate the opportunity to discuss how my qualifications match this position.
Thank you for considering my application.
How to apply for this job
For Contact Center Advisor; Inclusive desk (Fixed term, use the method in this advert.
- Open the NMB careers portal and log in to apply
- Open WhatsApp and message the WhatsApp number in the advert about Contact Center Advisor; Inclusive desk (Fixed term – 1 year).
- Send your CV as a PDF. Do not share PINs, NIDA passwords, or extra identity documents.
- If anyone asks for M-Pesa, Tigo Pesa, or Airtel Money, stop immediately.
- Never pay for a form, interview, medical check, or job offer.
Open the NMB careers portal and log in to apply .
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