Customer Retention Officer at SBM Bank

JOB SUMMARY:

The overall purpose of this role is to provide one-stop financial solutions to retail customers including working on qualified reports, follow-up on non-funded and dormant accounts, up-selling and cross-selling to account holders and potential leads, provide efficient, effective customer service with utmost level of consistency and quality to all customers.

KEY RESPONSUBILITIES:

Financial - 35%

• Identify opportunities to push the Bank’s products and services by customarily requesting inward customers for stretched business and referrals, to aid in the proceeding with business growth of the Bank.
• Outbound campaigns - Welcome Calls to onboard new customers, drive funding, inactivity management, Credit collections, dormant account reactivation e.t.c.
• Achieve in Initiating contact with new and pre-existing customer and address inquiries seeking to establish a long term valuable relationship, largely founded on enhancing sales deliverables.
• Voice of Customer (VOC) on various products and services and address any complaints for service recovery and customer satisfaction
• Quality health check calls, market intelligence on products and services consumed by customers from the competition, customer profiling, NPS and customer satisfaction surveys; prepare qualitative reports as required.
• Execute closure of leads that have been channeled in a structured manner through the product owners, segments or branches.
• The officer must meet and exceed SBM Bank Customers expectations by dealing with matters pertaining to sales, encouraging and seeing through the funding of client’s accounts (Non-funded accounts) and monitoring customer retention (i.e. welcome calls and dormant accounts).

Customer Experience - 35%

• Assist customers on any instructions, query or complaints in relation to any of the banks products. Channels processes, campaigns, events or people and log the same accordingly.
• Outbound call or emails in respond to correspondence from customers or to follow up initial sales contacts / leads.
• Ensure customer feedback and insights from the various campaigns is accurately captured and any urgent customer issue is escalated for resolution. 
• Respond immediately to potential leads or customer enquiries and be proactive in your communication.
• Drive customer retention/ lower customer attrition through initiatives generated by product owners, or segments.
• Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.

Business Processes - 15%

• Ensure accessibility and adherence to shift adherence.
• Vigilant and adherence to any and all bank policies and guidelines.
• Adherence to call scripts and all campaign management guidelines.
• Verify authenticity of the customers you call through keen confirmation of necessary KYC details as per the banks Know Your Customer(KYC)Guidelines.

Learning & Growth - 15%

• Strives to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s.
• Takes responsibility for continuous self-development and own learning.
• Works as part of a team and supports colleagues.

KEY RELATIONSHIPS:

Direct Reports to this Position

• N/A.

Customers of this Position

• External Customers
• Internal Customers
• All departments of the bank

Knowledge: Skills and Experience required for this Role

• Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent
• Excellent Communication Skills (written and verbal)
• Minimum 1 year working within a sales environment preferably in a proactive telemarketing role within the banking industry
• Technical skills to effectively perform contact centre activities and tasks in a manner that consistently produces high quality of service
• Knowledge and effective application of all relevant banking policies, procedures, and guidelines to consistently achieve required compliance standards and benchmarks
• Customer service management processes and procedures
• Trust worthy
• Work well under high intensity and deliver results  Excellent telephone skills

Competencies required for this role

• Delivering Results and Meeting Customer Expectations
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer experience oriented culture
• Working with People 
• Relating and Networking
• Persuading and Influencing
• Achieving Personal Work Goals and Objectives
• Deciding and Initiating Action
• Planning and Organizing
• Adhering to principles and values
• Presenting and communicating information
• Following Instructions and Procedures