The Customer Experience Consultant serves as a critical communication link between the Bank and its customers through digital channels – including telephone, SMS, emails, and social media. The role is designed to address customer queries and complaints, providing real-time information to improve service delivery, customer satisfaction, loyalty, and retention.
Key Responsibilities
Customer Interaction: Handle incoming and outgoing interactions with customers professionally according to defined standards.
Information Provision: Provide customers with detailed product or service information.
Complaint Resolution: Manage customer complaints per defined procedures and follow up on inquiries not immediately resolved.
Documentation: Record all customer interactions in eCRM or other required platforms and track for resolution.
Liaison: Coordinate with other departments or teams to resolve issues or provide specific information requested by customers.
Escalation: Promptly escalate issues requiring the attention of the Team Leader, Manager, or Head of Department.
Channel Security: Action customer requests to disable or block instruments/channels reported lost, stolen, damaged, or compromised, and handle re-ordering of instruments.
Customer Feedback: Conduct closure calls for resolved complaints and identify potential products or services to recommend to management based on customer feedback.
Sales Support: Upsell and cross-sell bank products and services.
Administration: Administer the switchboard by receiving incoming calls from customers and staff.
Meetings: Attend and participate in divisional/departmental meetings on team updates, systems, and new processes.
Qualifications and Experience
Education: A Bachelor's Degree or Higher National Diploma (BA/BSc/HND).
Experience: Banking and/or Contact Center experience is preferred.
Product Knowledge: Understanding of bank products.
Technical Skills: Proficiency in the use of Information Technology.
Skills and Competencies
Proven analytical skills.
Excellent communication and interpersonal skills.
Excellent problem-solving skills.
Team player with the ability to work independently and with minimal supervision.
Self-motivated and objective.
How to Apply
Interested and qualified candidates should send their CV and application letter showing how they meet the role requirements to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Please indicate the name of the job in the email subject line. Alternatively, you may apply online through the official portal: Apply Here.
How to Apply
Send your CV and application letter showing how you meet the role requirements to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026. Ensure you indicate the Name of Job on the email subject line. Alternatively, apply online via National Bank of Kenya Application Form.
