Contact Centre Officer at Prime Bank Kenya

Job purpose:

To deliver efficient, compliant and high-quality customer service across inbound and outbound calls, digital and social media channels, and back-office processes, while supporting customer satisfaction, retention, business growth and continuous service improvement.

Key responsibilities:

• Handle incoming calls, emails, chats, social media messages and other customer inquiries professionally; provide accurate information on banking products, services, accounts and procedures.
• Make outbound calls for customer follow-ups, surveys, service campaigns, lead generation, product promotion, customer retention and payment reminders or collections where applicable.
• Resolve customer complaints and service requests within agreed service levels, escalating complex or unresolved matters to the appropriate teams.
• Support account maintenance, customer requests, digital banking assistance and other assigned back-office processing, ensuring accuracy and timely turnaround.
• Identify appropriate cross-selling opportunities and contribute to customer engagement, sales, service and productivity targets.
• Verify customer identity where required, maintain confidentiality, protect customer data and comply with KYC requirements, banking regulations and internal policies.
• Record customer interactions, actions and outcomes accurately in CRM and other systems; maintain complete and up-to-date customer records.
• Monitor customer feedback and social media mentions, moderate online interactions and represent the Bank professionally across digital channels.
• Monitor and evaluate calls and other customer interactions against quality standards and scorecards; provide constructive feedback, identify training needs and support calibration and quality improvement initiatives.
• Work collaboratively with the Contact Centre Manager, colleagues and relevant teams to resolve customer issues and improve service delivery.

Job Experience/Qualifications

• Bachelor’s Degree in Business Administration, Banking, Customer Service, Communications, Marketing, Quality Management or a related field.
• Relevant experience in customer service, contact centre operations, back-office banking, digital customer engagement, sales, collections or quality assurance. Typically 1–3 years for agent-focused duties; 
• Knowledge of banking products, customer service standards, contact centre operations, digital channels, customer confidentiality, data protection, KYC and regulatory requirements.
• Proficiency in Microsoft Office, CRM/contact centre systems, reporting tools and relevant digital or social media platforms.

Skills & Competencies

• Strong written and verbal communication, listening and customer relationship skills.
• Problem-solving, complaint handling, negotiation and persuasion skills.
• Attention to detail, accuracy, analytical ability and report writing.
• Digital literacy and ability to use CRM, contact centre and social media tools.
• Time management, multitasking, resilience and ability to work under pressure and meet targets.
• Professionalism, integrity, confidentiality and commitment to service quality and continuous improvement.