The Contact Centre Officer is responsible for delivering exceptional customer service across all bank channels by handling inbound and outbound interactions, resolving customer queries, processing service requests within Service Level Agreements (SLA), and supporting the bank’s digital transformation initiatives. This role ensures customers receive accurate, timely, and professional support while upholding banking regulations, internal controls, and service excellence standards.
Key Responsibilities
Customer Interaction & Issue Resolution (40%)
Handle inbound calls, emails, WhatsApp, social media, and live chat interactions within set SLAs.
Provide accurate information on bank products, services, digital channels, card services, account onboarding, and transactional support.
Log, track, and resolve customer inquiries using CRM and available ticketing systems.
Escalate complex issues to relevant departments and ensure closure within defined Turnaround Times (TATs).
Perform service recovery and delight customers through proactive follow-up.
Ensure that all customer queries, enquiries, and complaints are resolved on a ‘One Stop Shop’ basis.
Proactively manage all customer interactions and ensure that service levels are achieved.
Maintain a high level of product knowledge sufficient for issue resolution, retention, and customer education.
Identify customer needs effectively and partake in cross-selling and upselling of products initiatives.
Help identify service gaps and give feedback on necessary corrective measures.
Maintain effective time and stress management during shifts.
Digital and Card Support (20%)
Guide customers on mobile banking (Mfukoni), internet banking, USSD, dormancy reactivation, and digital onboarding processes.
Assist with debit/credit/prepaid card activation, PIN issues, blocking/unblocking, and card-related disputes.
Support digital adoption initiatives through representing customer feedback, highlighting trends, and suggesting improvements.
Operational Excellence and Service Quality (20%)
Adhere to customer verification standards (KYC), data privacy regulations, and internal control procedures including maker-checker processes.
Meet and exceed targets on Average Handle Time (AHT), First Call Resolution (FCR), quality scores, adherence, and customer satisfaction.
Maintain 100% accuracy when dealing with customer instructions involving financial transactions or sensitive information.
Outbound Engagements and Business Development Support (20%)
Execute outbound campaigns as assigned.
Track generated sales leads and ensuring completion for an enriched customer relationship.
Educate customers on new products, system upgrades, or scheduled maintenance.
Collect Voice of the Customer (VOC) insights to support product enhancements.
Log all interactions comprehensively in CRM and follow communication scripts.
Participate in daily stand-ups, calibration sessions, and coaching.
Support User Acceptance Testing (UAT) for new systems and features related to customer experience.
Special Working Conditions
Shift-based work, including weekends, holidays, and night shifts.
High call volumes during peak periods (system upgrades, card transitions, downtimes).
Must maintain confidentiality and adhere to data protection requirements.
Requirements
Bachelor’s degree in any discipline with a minimum of second-class honors upper division or equivalent.
Minimum 1-2 years working within a contact center; experience in tele-sales in banking is advantageous.
Proficiency in computer applications and data entry.
Excellent verbal and written communication skills.
Positive attitude, adaptability, and commitment to customer satisfaction.
How to Apply
Interested and qualified candidates should apply online by visiting the SBM Bank website via the link: SBM Bank Careers.
