Organisation: ABSA Bank Uganda
Duty Station: Kampala, Uganda
About the Company:
ABSA Bank Uganda is a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance. Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.
Job Summary: To provide excellent service to all customers through provision of product information, real time resolution of customer queries, complaints, handling and identification of customer needs through leads generation.
General Working Conditions/Inherent Requirements
Frequent visual, listening concentration, telephone & computer usage
The job involves shift work where all advisors maybe required to work in varying shifts (24/7) on rotational basis to a maximum of 48Hours per week in any cycle of shifts scheduled.
Will be required to conform to schedule adjustments based on business needs.
Observe requirements and obligations under the workplace health and safety practices.
Key Duties and Responsibilities:
Inbound Calling:
Own the resolution of customer queries by responding to their requests at the first instance using all the bank’s systems available.
Log all calls received on the query management system (BOC) indicating customer and query details as required. Ensure that calls logged correspond to calls received (number of calls) daily.
Outbound Calling:
Based on a database provided, and a formalized script, call Customers as requested so as to support the business in achieving its goals
Collate customer responses to all questions pertaining to out-bound calling, log to BOC/ complete the Excel sheet and submit to the Contact Centre Team leader/MI team as per laid down procedures.
Social Media:
Own the resolution of customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
Log all complaints received on the query management system (BOC) indicating customer and query details as required. Ensure that all customer issues are logged and correspond to in a timely manner to improve and maintain the response time and response rate.
ATM Monitoring:
Monitoring of both Onsite and offsite ATMs throughout the week including Saturdays, Sundays and Public Holidays 24 hours a day seven days a week.
Monitoring time is from 9:15am to 5:15pm for weekdays and 9:15am to 4:15pm on weekends and public holidays. Discrepancies picked during the monitoring are brought to the attention of the ATM custodians for further investigation or for their action.
Send a status report to all the relevant stakeholders. This is subject to review as per business needs
Customer Instructions:
Receive customer account amendment and update forms to ensure customer requests, queries & complaints by responding to their requests at the first instance using all the bank’s systems available.
Ensure that all forms are completed and signed, and all required documents have been communicated to the customer in time to improve the overall customer experience
Validate all documents received by proper ID & V and scan through Sybrin to the account maintenance team
Managing Customer Complaints:
Ensure that all the details pertaining to customer complaint is obtained from the customer, log all required details into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.
Identification of Sales Leads:
When receiving calls from customers or potential customers requesting information on the bank’s products identify the product requirement and the branch a customer would choose to deal with. Arrange for the in-branch Customer Advisor to contact the customer and follow-up whether this has been done at the agreed time.
Email Queries/Digital Requests/ Others:
Any other duties assigned by the Team Leader/Centre Manager
Action digital requests i.e., BIR, Hello money within SLA.
Qualifications, Skills and Experience:
Technical Skills/Competencies
Effective communication Skills (Oral & Written capabilities)
Telephone Etiquette
Negotiation Skills
Interpersonal Skills
Creative Problem-Solving Skills
Decision Making Ability
Multi-tasking
Trouble Shooting
Technical Inclination
Planning Skills
Active listening
Speed & Efficiency
Behavioral Qualities
Assertive
Initiative
Perseverance
Attention to detail
Team Player
Friendly
Can do Attitude
Integrity
Reliability
Courteousness
Helpfulness
Flexibility
Knowledge & Expertise
Customer service knowledge
Multilingual
High level of Computer literacy
Language proficiency and writing skills
Basic knowledge of Financial Industry products
Absa Products and Service
Special work requirements
Most complex decision that can be taken without referral to the manager
Business change accountability
Finance/Resource accountability
Communication and interaction required
Employee in own area (manager, subordinates, colleagues) [10%]
Employee outside own area [10%]
Internal clients (other than employee in own area) [20%]
External clients [60%]
Educational Requirements
Bachelor’s degree in Humanities
Including but not limited to; Marketing, Human Resource, Mass communication, Social Science, Social Work and Administration and any other relevant Degree:
Must have graduated not more than 2 years from the date of this advert
Must Possess a Transcript with a minimum CGPA of 3.6
Must have at least 2 Principle Passes at ‘A’ Level
Must have a minimum of a Credit in Mathematics and English at ‘O’ Level
Must be willing to learn as this position is an Apprentice/Learnership role
Education
Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)
How to Apply:
All suitably qualified and interested candidates who wish to join ABSA Group in the aforementioned capacity should apply online at the link below.
Click Here
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