Vacancies at HF Group

Principle Accountabilities

• Cross-selling of HFC Banks products by establishing new relationships in order to grow both assets and liabilities book.
• Maintaining customer relations by regular contact to ensure customer satisfaction and business continuity
• To review accounting opening forms and loan applications by scrutinizing the documents to ensure they are KYC Compliant.
• To check data entry by verifying the data captured against source documents to ensure accuracy in data capture.
• To analyze mortgage loan applications by interviewing the customers.
• To identify customers' borrowing needs by interviewing so as to ensure selling of the right mortgage product.
•  To safeguard bank assets by being a dual custodian to minimize frauds and losses

Key Competencies and Skills

• Technical competencies: selling skills, analytical skills, negotiation skills, supervisory     skills, IT Skills, report writing, communication skills and Product knowledge 
• General competencies: Team Work, Listening skills

Minimum Qualifications, Knowledge and Experience

• Education: A Business related degree
• Experience: 3 years in Banking Industry

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Principle Accountabilities

• To manage queues by constantly monitoring customers wait time so as to ensure timely customer service.
• To offer excellent customer service through quick resolution/escalation of customers queries in order to ensure customer retention
• To collate customer feedback through interviews and customer feedback forms to ensure that we meet customer expectations.
• To Issue ATM Cards and cheques by recording to ensure safe custody and timely delivery to customers
• To avail product Brochure/Marketing materials and stationery for the customers by constantly replenishing the banking hall in order to ensure adequate products information to the customers.

Key Competencies and Skills

Technical competencies:

• Communication Skills
• IT Skills
• Product knowledge

General competencies:

• Interpersonal skills
• Team Player
• Listening skills
• Empathetic
• Emotional Control
• Professional

Minimum Qualifications, Knowledge and Experience

• Education: Bachelors Degree
• Experience: Over one (1) year’s banking experience

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Principle Accountabilities

• Ensure service standards are defined and documented.
• Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
• Lead the development and execution of customer insights research strategies, including surveys, focus groups, and customer journey mapping.
• Collect, analyze, and interpret customer data from a variety of sources, including CRM systems, market research, and direct customer interactions.
• Identify trends, patterns, and key drivers of customer satisfaction, loyalty, and behaviour.
• Provide actionable insights to cross-functional teams (Marketing, Product, Retail, and Customer Experience, Innovation, Strategy etc.) to influence strategic decisions.
• Present findings in clear and compelling formats, such as reports, presentations, and dashboards, to senior leadership.
• Work with external research partners to manage market research projects and ensure alignment with business goals.
• Develop customer personas and segmentation strategies to better target customer needs and preferences.
• Monitor competitive landscape and customer industry trends to ensure the company’s offerings remain relevant and competitive.
• Collaborate with Retail, Product and Marketing teams to ensure customer insights are integrated into product and messaging strategies.

Minimum Qualifications, Knowledge and Experience

Academic Qualification

• Bachelor's Degree from a recognized University.

Experience

• At least 3 years working experience in a Customer service role preferably as a Team leader in a Customer Experience Function.
• Excellent communication skills with the ability to convey complex data in a simple and actionable manner.
• Strong project management skills with the ability to handle multiple priorities.
• Ability to work cross-functionally and build relationships with key stakeholders.

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Principle Accountabilities

• Ensure service standards are defined and documented.
• Ensure Service Officers are adhering to defined service standards and SOPs.
• Monitor and ensure all Customer Experience related matters are properly logged into the supporting system and tracked to closure.
• Trend issues logged, conduct root cause analysis and seek resolution of issues both specific issues and on a global scale.
• Ensure all branch staff are aligned on Customer Experience quality and related matters.
• Conduct Training Needs Assessment based on review of work output and organize for refresher training for branch staff on matters Customer Experience.
• Ensure adherence to all customer related processes within the branches.
• Follow-up and closure of all customer complaints from the branch, document and report on the same. Track to resolution.
• Attend branch meetings and highlight gaps noted.
• Support the branch teams in engagement of survey respondents with a view to improve the ratings.
• Provide weekly and monthly reports to Head of Customer Experience as guided.
• Track and measure all Customer Experience related metrics in the branch against set targets. E.g. ensure sustained reduction in error rates on all customer related processes e.g. account opening, loan, RTGS etc.
• Ensure that CSOs contact all customers whose accounts are dormant or inactive and tracking the same.
• Support branches to meet their CSAT, CES and NPS targets and track them.
• Co-ordinate coaching and trainings for the CSOs to attend with regards to service.

Key Competencies and Skills

Technical Competencies

• Computer /IT skills, including knowledge of Microsoft office applications e.g. Word; Excel; PowerPoint etc.
• Good understanding of the bank products and services
• Telephone operating skills
• Process orientation
• Strong business acumen
• Analytical Skills
• High Emotional Intelligence
• Good report writing skills
• Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
• Must have comprehensive background with all aspects of Training (i.e. experience in the various skills in Customer Service).
• Must be analytical and must have strong verbal, interpersonal skills, written and presentation skills.
• Able to provide constructive feedback. Possesses the qualities of a leader. Excellent management skills.
• Excellent phone etiquette.
• Proficient query management and resolution.

Professional data collection via telephone interview

General Competencies

• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Keen to details.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
• Fluent in both written and spoken English and Kiswahili.
• Good listening skills.
• Customer Service skills (soft skills).
• Good Interpersonal skills.
• Negotiation skills.
• Time management skills.
• Good selling/influencing skills.
• Sensitivity to customer issues.
• Team working and Networking skills.
• Good analytical skills.
• Customer Focused.

Minimum Qualifications, Knowledge and Experience

Academic Qualification

• Bachelor's Degree from a recognized University.

Experience

• At least 3 years working experience in a Customer service role preferably as a Customer Service Officer.

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Principle Accountabilities

• Conducting customer research and customer feedback management - NPS, CSAT, Exit interview calls etc.
• Conduct customer Life-Cycle Management i.e.
• Onboarding, tools acquisition, channel utilization etc.
• Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc. 
• Outbound calling (birthdays, anniversary, care calls, product utilization etc.) 
• Churn management (understanding reasons for potential churn and advising business on the same).
• Engaging customers with failed transactions.
• Engaging customers with incomplete account opening.
• Engage inactive customers as defined from time to time.

Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification

• Bachelor's Degree from a recognized University.

Experience

• At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector