CIB Consultant Client Services Role & Responsibility
Respond to email queries in a professional manner, per the documented procedure guidelines. Provide world class first call resolution and after sales support service for enquiries received via telephone from Corporate and Investment Customers of the Bank. Ensure to put in all the work codes for all the calls that have been picked while on duty. Service recovery: turn a complaint/unhappy customer into a loyal satisfied customer with professional, empathetic service recovery. Timely resolution all email queries assigned. Prompt escalation of queries that cannot be resolved within TAT Meet the set targets on TAT, Quality monitoring and Voice of the Customer Maintain high level of product knowledge sufficient to advise customers Capture customer feedback on products, services and forward to TL/Manager for compilation. Ensure all proactives are logged in the system by 9:00 a.m. daily. Responsible for the adoption within line of duty/area of duty of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the recognition and appropriate escalation to your Supervisor with regard to continued business engagements in instances where no adverse information is available.
Discuss client service improvements with manager and RM. Attend and participate in all departmental meetings to review client issues, resolution and idea generation for improved service. Advising clients on Returned funds and request for amendments/clarification of funds sent out. Liaising with Beneficiary Banks to confirm application or status of funds remitted by Stanbic but not applied. Incident reporting to clients. on system downtimes affecting payments Support the business objectives in the designated CIB Sectors namely Oil & Gas, Industrials, Mombasa Region, South Sudan, Investor Services, Consumer, Public Sector, IDG, NBFI & Financial Institutions. This includes but is not limited to being an integral part of the Sector based team providing insights and trend analysis obtained from their daily interactions with clients but on email & telephony. Support the Client Analyst role in the handling of Service related tasks arising in the designated CIB Sector.
Ensure that laid-down instructions are adhered to while providing excellent service. Maintain confidentiality of client information at all times.
Cost Management Ensure cost containment of stationery, utilities expenses, overtime e.tc and identifying means to reduce costs. Continuously identifying and implementing cost saving initiatives.
Resource Utilisation Observe work flow and time management.
Control Control fraud and losses by adhering to bank laid down procedures. Adhere to routine control requirements. Display responsibility and ownership.
Self Development Identifying training needs. Discuss personal development Plan with the Team leader Adhere to leave plans.
Key performance measure Queries successfully resolved in line with the agreed Service Level Agreement for Corporate and Investment Banking. Reduction in the number of queries and complaints due to efficient service. Ensure that all procedures and processes are complied with so as to mitigate against potential losses and customer complaints. Pass on leads and relevant clients/ transaction information to CIB Relationship teams. Handle client correspondence / contact/ relationship from an office management perspective Direct client queries to the appropriate person (product house) Business Online (BOL) fulfilment and queries resolved within SLA. Achieve satisfactory rating from customer satisfactory survey as agreed. Achieve the defined standards of Quality Assurance Measurement.
Preferred Qualification and Experience
Qualifications Must be a university degree holder Any qualification in line with service management would be an advantage.
Two years working experience with a bias in Call Centre operations
Knowledge Sound knowledge of transaction processing as it relates to channels for accounts, products and transaction types. Knowledge of bank products and services applicable to the market served. Knowledge of service standards. Knowledge of the Code of Banking Practice. Sound knowledge of regulatory requirements in the handling and monitoring of accounts opened.
Good analytical skills
Communicates with impact
Attention to detail
Able to adapt within the parameters of laid-down procedures and processes. Able to make clear linkages within the branch system, products, services and staff available in order to satisfy client needs. Deal tactfully with irate, impatient or demanding clients. Take responsibility for query/problem resolution.
Planning is generally short-term, on an ongoing basis.