E-Communications Specialist at Stanbic Bank

Key Responsibilities;

• Addressing e-mail, web, social media enquiries and queries professionally, including but not limited to facebook, twitter, LinkedIn, WhatsApp banking, bookmarking sites.
• Investigate and resolve customer queries/complaints promptly.
• Record all queries received on Social Studio and provide customers with reference Numbers
• All queries that are not FCR should be resolved or escalated to the relevant units- immediately
• Ensure that client complaints are resolved effectively within prescribed timelines.
• Ensure that laid-down procedures are adhered to while providing excellent service.
• Maintain confidentiality of customer information at all times.
• Support migration initiatives and generate sales leads.
• Identify and recommend engagement opportunities by monitoring online conversations and social trends
• Identify potential risk as early as possible and resolve/escalate
• Identify, create and curate social content that results in engagements of clients.
• Analyse, review and report on effectiveness of customer engagements and adjust as may be necessary
• Act on data to improve capability of response, delivery of what matters and eradicate failure demand through team engagement.
• In conversing with clients, identify value demand opportunities:
• Ensures that all leads are logged correctly while connecting with the client and identifies demand generation opportunities.
• Participates in specific campaigns and marketing activities as required.
• Proactively promotes the use of multiple channels to clients
• Accurately captures, updates or amends client data

Legislative compliance

• Conduct a needs analysis to identify customer needs effectively when giving product advice, in line with Regulatory requirements.
• Complete disclosure to the customers in terms of accreditation, service fees, and commission.
• Ensure proper record keeping.

Minimum Experience and Qualification

• Type of qualification: First Degree
• Field of study: Any relevant field
• 3 – 4 Years customer facing experience with exposure to public relations and social media tools