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Contact Centre Officer at SBM Bank

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Job Detail

  • Job ID 1015754
  • Career Level  Officer
  • Experience  Less Than 1 Year
  • Qualifications  Degree Bachelor

Job Description

JOB PURPOSE

The Contact Center Officer delivers excellent customer service across all bank channels by handling customer inquiries, resolving issues within SLA, supporting digital banking services, and promoting bank products while ensuring compliance with banking regulations and internal controls.

KEY RESPONSIBILITIES

1. Customer Interaction & Issue Resolution (40%)

  • Handle inbound/outbound calls, emails, chat, WhatsApp, and social media.

  • Provide accurate information on bank products, accounts, cards, and digital services.

  • Log and resolve customer queries using CRM systems.

  • Escalate complex issues and ensure timely closure.

  • Deliver service recovery and ensure one-stop resolution.

  • Cross-sell and upsell bank products.

  • Identify service gaps and provide feedback.

2. Digital & Card Support (20%)

  • Support mobile banking (Mfukoni), internet banking, USSD, and digital onboarding.

  • Assist with card activation, PIN issues, blocking/unblocking, and disputes.

  • Promote digital adoption and share customer feedback for improvements.

3. Operational Excellence (20%)

  • Adhere to KYC, data privacy, and internal control standards.

  • Meet targets (AHT, FCR, quality, customer satisfaction).

  • Ensure 100% accuracy in handling financial transactions.

Requirements

  • Bachelor’s degree (Second Class Upper or equivalent).

  • 1–2 years contact center experience (banking/telesales preferred).

  • Strong communication and computer skills.

  • Positive attitude, adaptability, and customer focus.

Key Competencies

  • Effective communication

  • Emotional intelligence & patience

  • Fraud awareness

  • Problem-solving skills

  • Ability to work in fast-paced, shift-based environments

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