To lead a team of consultants to assist and support the effective & efficient management of the Customer Contact Centre by providing first-line contact to customers. To ensure that the Voice Branch provides adequate inbound, outbound, sales and service support (including complaint and 2nd level query resolution) to customers in line with the relevant value propositions, frameworks and conduct requirements.

Job Responsibilities

• Oversee the activities of a team of Customer Care Centre Consultants and attend to customers
• Assist in ensuring the Customer Contact Centre is always functioning, documenting and reporting any interruption in service to the appropriate channel.
• Ensure all queries from existing and potential customers are effectively and promptly resolved.
• Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
• Ensure Call Quality maintenance amongst the consultants

Qualifications

• First Degree

Experience

• At least 4 years’ Experience within a contact centre environment (across sales and service). Experience of the bank’s products, processes and systems. Experience in managing client queries and complaints.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Understanding People

Technical Competencies:

• Application & Submission Verification (Consumer Banking)
• Banking Process & Procedures
• Client Acceptance & Review
• Customer Understanding (Consumer Banking)
• Product Knowledge (Consumer Banking)

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To grow and develop insurance income for the business and deliver profitable revenue streams from within and outside of the Stanbic IBTC Group. Ensure effective cross sell of insurance products and services across all major product lines. Execution of the regional sales strategy to achieve all revenue goals and targets through engagement with both external and internal stakeholders. 

Qualifications

• First Degree in any related discipline
• 5-7 years post-NYSC experience 
• Experience in a financial services is an added advantage
• Experience in cross selling of insurance products and services across all major product lines

Behavioural Competencies:

• Establishing Rapport
• Articulating Information
• Generating Ideas
• Convincing People
• Exploring Possibilities

Technical Competencies:

• Active Listening
• Effective Business Communication
• Query Resolution
• Customer and Client Focused Innovation
• Driving Delivery of Results