Growth Analyst - Timiza at Absa Bank Limited

Overall Job Purpose:

Reporting to Customer Support Manager within digital channels and responsible for query handling, complaint management and resolution to drive better service delivery. Deliver excellent customer experience through embedding conduct risk and ensuring query and complaints are effectively and efficiently handled. Through this role, keep the business updated on all issues and concerns faced by the customer and drives any change required in our process or products.

Key Accountabilities

Customer Service Support – 50%

• To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
• To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
• Resolve customer query and complaints through the appropriate available channels and systems
• Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
• To ensure customer satisfaction and quality service.
• To respond to customer complaints logged on Freshdesk within 24 hours of business days
• To correspond with customers in consultation with the Team Leader/ Unit Head
• Calling up customers in response to their query and complaints.
• Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
• Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Customer Service Support – 50%

• To respond to all customer query and complaints related to Timiza and digital channels within 24 hours of Business Days ensuring customer satisfaction and quality service.
• To resolve Timiza customer query and complaints after thorough investigation and communicate the same via telephone or e-mail
• Resolve customer query and complaints through the appropriate available channels and systems
• Respond to external customer query and complaints through the internal channel of receipt (consumer banking and other business units)
• To ensure customer satisfaction and quality service.
• To respond to customer complaints logged on Freshdesk within 24 hours of business days
• To correspond with customers in consultation with the Team Leader/ Unit Head
• Calling up customers in response to their query and complaints.
• Co-ordination with the Management for approvals / reversals pertaining to customer query and complaints.
• Co-ordinating and management of follow ups with enablers to ensure quick TAT of query and complaints

Service Improvement – 30%

• To take optimum decisions on customer concerns ensuring that the Bank does not suffer, therefore.
• Identify and highlight repeat queries and complaints from customers to improve service delivery and process reviews.
• Escalate cases to appropriate business levels and to ensure timely closure of cases. Strong follow-up with all units on customer cases.
• Attend all Timiza service meetings both in physical and via teleconference as shall be required

Reporting & Control – 20%

• Ensure necessary regulatory requirements related to service are adhered to and strictly applied.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Kenya Plc Policies and Policy Standards.
• To assist in Quality Assurance of query and complaints as well as sampling of complaints to ensure all control checks are in place while resolving complaints.

Preferred Education

• University Graduate

Preferred Experience

• At least 2 years’ experience in a banking environment performing investigative and maintenance roles within customer service.
• Excellent analytical skills to enable resolution of unstructured and complex problems.
• Thorough knowledge of features and benefits of all products and services
• Understanding of relevant operating systems.
• Detailed knowledge of the bank’s operational environment, processes, and procedures to respond to complaints

Technical Competencies

• Excellent communication skills both verbal and written.
• An instinctive inclination & orientation towards service.
• Good problem-solving ability
• Strong communication skills both in person and in writing with excellent presentation skills.
• Strong organizational skills
• Enthusiastic attitude and focus on results.
• A high aptitude and comfort level with technical environments and the ability to work in a highly demanding environment and able to meet aggressive deadlines.

Education

• Bachelor`s Degrees and Advanced Diplomas: Physical, Mathematical, Computer and Life Sciences (Required)