Customer Service Assistant – Asset finance at NCBA Group

To deliver exceptional business performance by providing operations support and excellent customer service to clients.

Key Accountabilities (Duties and Responsibilities)

Financial 8% 

Introduce new business tothebankthroughcross selling Ensure no income leakage by collecting the necessary bank charges

Internal business processes 62% 

• Ensure that all hard copy documents received are attached in IBPS and application progressed within the required timelines. 
• Ensure that instructions received on email with regards to customers’ applications are immediately attached on the application and progressed. 
• Ensure that document pending and rescan queues are well managed ensuring that items are resolved within 30 Days. 
• Ensure that monthly archival of any physical customer documents is adhered to alongside a proper filing system. Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review. 
• Ensure CRB and other relevant checks are done and documented for all applications 
• Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs 
• Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days. 
• Ensuring effective management and requisition of customer service to clients.

Customer 25% 

• Update customers, dealers & RMs on the pending documents for each application on the same day.
• Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values 
• Deliver Exceptional customer service to all stakeholders.

Learning and growth 5% 

• Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities. 
• Ensure compliance with the leave policy on block leave and minimum carry over. 
• Maintain own high performance. 
• Own up-to-date and action based competency assessments and development plans for self