Latest Recruitment at Britam

Job Purpose:

• The Role holder will be responsible for assessing the quality of service delivery across all customer contact points within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 

Key responsibilities:

• Coordinate the Voice of Customer programme across Kenya and regional markets.
• Design, administer and monitor customer surveys (NPS, CSAT, CES and other feedback mechanisms).
• Consolidate customer feedback from multiple listening channels.
• Monitor customer sentiment and identify emerging trends.
• Ensure timely dissemination of customer feedback to business units.
• Analyse/audit service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Develop and conduct targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyse trends or patterns affecting quality and performance.
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
• Develop dashboards and reports highlighting customer experience trends.
• Monitor key customer metrics including NPS, CSAT, SLA, AHT, Complaint Resolution TAT and First Contact Resolution.

Knowledge, experience and qualifications required:

• Any Social Science or Statistics Degree from a recognized university.
• 2-3 years' experience in Quality Assurance, Customer Experience, Customer Insights or Contact Centre Quality.
• Experience analysing customer data and presenting insights.
• Knowledge of quality assurance frameworks. 
• Good understanding of customer metrics
• Excellent Knowledge of Britam products and services 
• Excellent oral, written and interpersonal communication skills 
• Strong knowledge of customer care processes and techniques.
• Must have good analytical skills as well as decision making abilities.
• Good organizational and planning skills.

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Job Purpose:

• To support client service delivery by assisting clients and Financial Advisors with onboarding, client administration, documentation follow-up, compliance checks, CRM service requests, client records updates, communication follow-ups and general service support within agreed standards.

Key responsibilities:

• Assist walk-in clients, inbound callers, outbound follow-ups, email enquiries and Financial Advisor support requests in a professional and timely manner.
• Support client onboarding activities, including account opening support, account creation follow-up, documentation review and client administration updates.
• Conduct initial compliance and completeness checks on onboarding documents, account update requests, KYC information and support client records before escalation or processing.
• Log, track, update and close client enquiries, complaints, service requests, change requests and follow up actions in CRM under guidance.
• Update client records, contact details, client profiles, Golden Record information and service trackers to support accurate client data management.
• Follow up with clients, Financial Advisors and internal teams on incomplete documentation, pending compliance requirements, transaction status updates and outstanding service actions.
• Support migration of individual, joint and corporate client records onto relevant systems and assist with data clean-up and records quality improvement activities.
• Escalate unresolved client issues, complaints, documentation exceptions, compliance gaps and service delays to the Client Service Officer or Assistant Manager Client Service.
• Prepare routine service updates, call-back lists, onboarding status summaries, client administration trackers and ad hoc reports as required. 

Knowledge, experience and qualifications required:

• Bachelor’s degree in business, Marketing, Communications, Client Experience, Finance, Operations Management, or a related field.
• Professional training or progress toward certification in client service, client experience, CRM, operations, compliance, risk or investments is an added advantage.
• At least 1-3 years’ relevant experience in client service, client administration, financial services support, asset management support or operations administration.
• Exposure to client onboarding, documentation review, KYC support, CRM service logging, client records updates, call handling or email support is desirable.
• Good understanding of client confidentiality, service standards, compliance follow-up, client administration and escalation procedures.
• Working knowledge of Microsoft Office applications, CRM platforms, client service systems and basic reporting tools.