Contact Center Advisor; Inclusive desk (Fixed term – 1 year)

Job snapshot

NMB Bank Plc is recruiting a Contact Center Advisor; Inclusive desk (Fixed term. The role supports core financial processes and reporting. The post is based in Head Office, Hq.

NMB Bank Plc operates a finance function with reconciliation and reporting at its core.

Role overview

To provide full Contact in in the advertised role the advertised role Centre as covered here advisor support over as as covered here covered here all approved customer service for as covered here this vacancy as covered here channels for in the advertised role this vacancy while also serving as in in the advertised role the advertised role covered here as a as covered here specialized support resource for as covered here customers who have hearing impairment.

Key responsibilities

• Preparing daily weekly or monthly for as covered here in the advertised role as covered here this vacancy reports on handled cases for as covered here on this listing this on this listing vacancy complaints escalations for for this vacancy this vacancy PWD deaf desk usage and as covered here as covered here on this listing on this listing recurring issues as required.
• Adhere to for as covered here as covered here this in the advertised role vacancy Financial Consumer Protection Regulations in for this vacancy on this listing the for this vacancy advertised role Risk on as covered here this listing Compliance Data Protection on for as covered here this vacancy this listing NMB values Code of for this vacancy in the advertised role Conduct policies and as covered here procedures.
• Email social media live chat WhatsApp and for this vacancy as covered here remaining service platforms.
• Supporting customers on account as covered here on this listing enquiries in the advertised role as covered here as in the advertised role covered here card as in the advertised role covered here issues mobile banking in on this listing in the advertised role for this vacancy the advertised role internet for this vacancy banking ATM agency on in the advertised role this listing banking failed transactions product information and broad banking services.
• Weekends and for on this listing this vacancy public holidays where required by as covered here for this vacancy for this vacancy in in the advertised role the advertised role Contact Centre operations This as well covers work on 24 7 in the advertised role on this listing roster arrangements.
• Maintaining confidentiality privacy and on this listing on this listing dignity of in the advertised role as covered here on as covered here this listing customers as for this vacancy covered here especially where customers for for this vacancy on this listing this as covered here vacancy would otherwise for this vacancy rely on third parties for as covered here as covered here communication.
• Supporting branch teams on how to in the advertised role on this listing on this listing as in the advertised role covered here connect customers to for this vacancy as covered here in on this listing the advertised role as on this listing covered here the centralized Deaf PWD for for this vacancy this vacancy Support Desk as covered here when specialized support is required.
• Escalate unresolved or complex issues to for this vacancy on this listing related internal teams and for this vacancy as covered here follow on this listing up until closure on as covered here this listing inside agreed for this vacancy Service Level Agreement Service Level Agreement Service Level Agreement (SLA).
• Troubleshoot customer issues and in on this listing in the advertised role in the advertised role on this listing the advertised role provide in on this listing the advertised role appropriate on this listing first level resolutions where possible.
• Log every customer interactions complaints and as covered here for this vacancy for this vacancy as on this listing covered here as covered for this vacancy here service requests accurately in for this vacancy as covered here on on this listing this listing the on this listing approved CRM or case management system.
• Advance digital banking adoption by for this vacancy on this listing for for this vacancy this vacancy educating in for this vacancy the advertised role customers in the advertised role on benefits as in as covered here the advertised role covered as covered here here features security in the advertised role awareness self service options and on this listing for this vacancy safe usage.
• Serve customers who have hearing impairment via as covered here on this listing sign in the advertised role language support video for as covered here this vacancy support chat as covered here or remaining approved accessible channels.
• Providing branch support where a customer with for this vacancy as covered here on on this listing this listing disability for for this vacancy this vacancy requires specialized communication in on this listing as covered here as covered here the in the advertised role advertised role support in the advertised role that is not accessible at branch level.
• Supporting outbound customer contact as covered here as covered here service on this listing recovery retention sales for in as covered here the advertised role this for this vacancy vacancy campaigns customer education and in the advertised role for this vacancy in on this listing the advertised role on this listing follow up activities as assigned.
• This as well covers on this listing as covered here providing on this listing normal Contact Centre customer support via for this vacancy in the advertised role calls and for this vacancy approved digital channels.
• Receive and respond to for this vacancy on this listing as in the advertised role covered here customer enquiries requests and in the advertised role on this listing on this listing as in the advertised role covered here complaints in in the advertised role on this listing line with in the advertised role on this listing approved on this listing Contact Centre procedures and service standards.

Requirements

• Knowledge of banking offerings support and for this vacancy digital channels.
• Professional certification or demonstrated capability in as covered here for this vacancy for this vacancy on on this listing this listing sign on in the advertised role this listing language is a must.
• Customer service call handling for in the advertised role on this listing this for this vacancy vacancy service recovery complaint management for in the advertised role on this listing this in the advertised role vacancy problem solving as as covered here covered here escalation follow up and as covered here in in the advertised role the advertised role customer education.
• Ability to communicate professionally with on this listing in the advertised role in the advertised role for this vacancy customers over calls chat in on this listing the advertised role email social media and for this vacancy in in as covered here the advertised role the advertised role video channels.
• Ability to for in for this vacancy the advertised role this for this vacancy vacancy document issues for on this listing this vacancy prepare simple in the advertised role on this as covered for this vacancy here listing reports identify trends and as covered here in the advertised role recommending service improvements.
• Bachelor's degree in in on this listing the advertised role as for this vacancy covered here business in for this vacancy the advertised role administration for this vacancy Banking Finance Accounting on as covered here this listing Economics or every remaining related discipline.
• Experience in in in as covered here the advertised role the as covered here advertised role handling for on this listing this vacancy inbound calls as covered here outbound calls complaints and for for this vacancy this vacancy in in the advertised role the advertised role as covered here customer follow up activities preferably in for this vacancy on this listing banking on this listing or financial support will be a useful extra.
• Good knowledge of for as covered here this vacancy on this listing Contact in in the advertised role the advertised role Centre in the advertised role operations customer service standards and as covered here for this vacancy in on this listing the advertised role customer complaint handling.
• Ability to support customers with for this vacancy as covered here as covered here for for this vacancy this vacancy special for as covered here this vacancy needs who have for in the advertised role for this vacancy this in the advertised role vacancy hearing impairment as covered here using sign on this for this vacancy listing language or approved accessible communication methods.
• Ability to on this listing as covered here support on this listing outbound contact retention as as covered here covered here sales leads cross selling and for this vacancy in the advertised role for this vacancy as covered here digital on this listing adoption initiatives where given.

Key skills

• Financial Reconciliation
• Financial Accounting
• Digital Marketing
• Sales & Business Development
• Customer Relationship Management

How to apply

Apply via for this vacancy the NMB Bank Plc careers portal for on this listing for this vacancy this post holder.

Apply on the NMB Bank Plc site

Common questions

What role is open?

NMB Bank Plc is recruiting a Contact Center Advisor; Inclusive desk (Fixed term.

Where is the job based?

The post is based in Head Office, Hq.

How do I apply?

Submit your application directly on the employer's official portal: Apply on the NMB Bank Plc site