Job Description

To provide full Contact Centre advisor support across all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment.

Main Responsibilities:

• Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms.
• Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels.
• Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards.
• Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services.
• Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system.
• Troubleshoot customer issues and provide appropriate first-level resolutions where possible.
• Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA.
• Provide branch support where a customer with disability requires specialized communication support that is not available at branch level.
• Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required.
• Promote digital banking adoption by educating customers on benefits, features, security awareness, self-service options and safe usage.
• Support outbound customer engagement, service recovery, retention, sales campaigns, customer education and follow-up activities as assigned.
• Maintain confidentiality, privacy and dignity of customers, especially where customers would otherwise rely on third parties for communication.
• Prepare daily, weekly or monthly reports on handled cases, complaints, escalations, PWD/deaf desk usage and recurring issues as required.
• Work on 24/7 roster arrangements including weekends and public holidays where required by Contact Centre operations.
• Adhere to Financial Consumer Protection Regulations, Risk, Compliance, Data Protection, NMB values, Code of Conduct, policies and procedures

Knowledge and Skills:

• Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
• Knowledge of banking products, services, and digital channels
• Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
• Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
• Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
• Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.
• Ability to document issues, prepare simple reports, identify trends and recommend service improvements.

Qualifications and Experience:

• Bachelor's degree in business administration, Banking, Finance, Accounting, Economics or any other related field.
• Professional certification or demonstrated capability in sign language is a must
• Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities preferably in banking or financial services will be an added advantage

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.

Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

• Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms.
• Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels.
• Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards.
• Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services.
• Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system.
• Troubleshoot customer issues and provide appropriate first-level resolutions where possible.
• Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA.
• Provide branch support where a customer with disability requires specialized communication support that is not available at branch level.
• Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required.
• Promote digital banking adoption by educating customers on benefits, features, security awareness, self-service options and safe usage.
• Support outbound customer engagement, service recovery, retention, sales campaigns, customer education and follow-up activities as assigned.
• Maintain confidentiality, privacy and dignity of customers, especially where customers would otherwise rely on third parties for communication.
• Prepare daily, weekly or monthly reports on handled cases, complaints, escalations, PWD/deaf desk usage and recurring issues as required.
• Work on 24/7 roster arrangements including weekends and public holidays where required by Contact Centre operations.
• Adhere to Financial Consumer Protection Regulations, Risk, Compliance, Data Protection, NMB values, Code of Conduct, policies and procedures

• Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
• Knowledge of banking products, services, and digital channels
• Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
• Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
• Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
• Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.
• Ability to document issues, prepare simple reports, identify trends and recommend service improvements.

• Bachelor's degree in business administration, Banking, Finance, Accounting, Economics or any other related field.
• Professional certification or demonstrated capability in sign language is a must
• Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities preferably in banking or financial services will be an added advantage