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Thursday, December 30, 2010

CFC Stanbic Bank - Customer Service Consultants


ROLE
Customer Service Consultants
REPORTS INTO:
Team Leader Service / Head Service Centre
DEPARTMENT/UNIT
Upper Hill/ Kenyatta  Avenue
NO. OF POSITIONS
2
GRADE
SBG 5/6
SCOPE OF ROLE
Attend to customer queries, hand up chequebooks, deposit books, transaction cards (e.g. ATM,), collect statements and mail to customers. Identify customer needs and, where necessary, refer to the correct department or migrate to more appropriate channels. Understand and manage the risks associated with handing up and control of chequebooks, transaction cards and customer statements. Maintain a high level of integrity and ethical standards
KEY RESPONSIBILITIES/ACCOUNTABILITIES
KEY PERFORMANCE MEASURES
  • Queuing times within agreed standards due to prompt service.
  • Risk management and compliance procedures adhered to.
  • Up-to-date knowledge of all new products and developments to existing products.
  • Customers successfully migrated to more appropriate and cost-effective channels.
  • Leads generated lead to the acquisition of profitable business.
  • Minimized operating losses due to effective risk management.
  • Satisfied and well-informed customers, duty of care tests, mystery shopper.
  • Ensure duty of care in undertaken on all instructions received.                                                         
IMPORTANT RELATIONSHIPS
  • Required to assist walk-in customers.
·        Good working relationships required with Frontline Support, IBC as well as branch management and staff. 
PROBLEM SOLVING, PLANNING AND DECISION MAKING
Problem solving and decision making
  • Work within laid-down policy, procedures, system parameters and internal controls.
  • Able to deal with a diversity of routine support problems using judgment and discretion.
  • Resourceful, find practical ways to deal with work volumes efficiently while remaining focused on priority issues.
  • Refer problems falling outside parameters to the team leader for resolution.
  • Able to take the initiative within limits of authority.
Planning
·        Planning is generally on a daily to weekly basis within regular activity cycles.
KEY SKILLS, KNOWLEDGE, EXPERIENCE AND PERSONAL COMPETENCIES
Skills and knowledge
  •  
  • Sound knowledge of laid-down policies and procedures relating to customer service.
  • 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. communication, sales skills. 
Experience
  • 2– 3 Years branch banking experience, with exposure to customer service.
Core Personal Competencies
  • Good verbal communication skills required for explaining banking procedures.
  • Ability to convey factual information clearly.
  • Ability to listen and probe effectively to determine customers’ real needs.
  • Assertive – able to put forward an idea or view despite opposition.
  • Resilient – able to retain optimism despite setbacks and not take criticism personally.
  • Ability to remain calm and focused under pressure.
  • Methodical, accurate, pays attention to detail.
  • Results-orientated, adheres to turn-around times/deadlines.
  • Customer service-orientated, able to maintain relationships even when communicating disagreeable information to customers.
  • Team player, approachable, self-motivated.
  • Integrity and honesty.
RECOMMENDED MINIMUM QUALIFICATIONS
Education Level
  • Degree holder from a recognized University (min – 2nd class upper or equivalent).
Professional Qualifications
·        Banking examinations desirable.
Customer Commitment Drivers
THE BANK IS ALSO COMMITTED TO PROVIDING EXCELLENT SERVICE AND EMPLOYEES ARE REQUIRED TO ALIGN THEIR BEHAVIOR TO THE FOLLOWING CUSTOMER COMMITMENT DRIVERS:
Simplified banking
  • Banking that is simple to use and simple to understand, or a simple account for all my needs
Competence
  • Competent and reliable staff that are honest and trustworthy.
High customer regard
  • Unconditional positive regard for customers – a sincere appreciation and recognition of who a customer already is and the life he/she chooses to live. It gives the customer a sense of pride, worthiness and dignity. “Make me feel proud of who I am and how I choose to do things”.
Promptness
  • Prompt service performed right the first time and prompt query/complaint resolution.
Bank leadership
·        Banking that is technologically advanced, innovative in introducing new ideas, and is modern and progressive.


            APPLICATION PROCESS
If you feel you are the right candidate and wish to be considered for the Job, please submit a written application (not through e-mail) in sealed envelopes together with the latest (updated) copy of your CV to reach Head of HR on or before 5th January 2010.
Drop it at CFC STANBIC Headquarters  along Chiromo Road or send to : CFC STANBIC BANK, P.O BOX 72833 – 00200 NAIROBI KENYA