SBM Bank Officer – Front Office / Receptionist Jobs in Kenya

SBM Bank Officer – Front Office / Receptionist Jobs in Kenya

Job Summary

As first point of voice contact with the bank, create a positive first impression. To provide, efficient and effective customer service to all customers both internal and external, with the utmost level of professionalism, consistency and quality.

Key Responsibilities

Service Experience

Greeting, welcoming and management of all visitors

Ensure all customer queries telephone and email are handled effectively with prompt resolution

Update all customer interactions on Customer Relationship Management System (CRM) and follow up for closure within Service Level Agreement (SLA).

Management of reception area to ensure comfort and ideal ambience for visitors’ use

Attend to the day to day operational requirements of Senior Management such as telephone calls, correspondence, travel etc.

Ensure zero complaints, excellent customer feedback from internal and external customers.

Maintain high internal customer satisfaction

Maintain high level of product knowledge sufficient for issue resolution, retention and customer education

Actively represent the customer throughout the organization, suggesting and implementing improvements and providing feedback to colleagues

Use sound judgment and take decisions that will maximize customer satisfaction

To identify customer needs effectively and partake in cross-selling, upselling of products initiatives and generate leads

To help identify service gaps and give feedback on necessary corrective measures

Tracking of generated sales leads, and ensuring conversion for an enriched customer relationship.

Business Process

Preparation and maintenance of departmental records such as meeting minutes, registers, delivery and visitors books

Management of all office meeting and conference rooms. To include travel arrangements, room allocations requests and assist in arrangements for catering provisions for general staff

Ensures compliance with the set guidelines, policies and procedures within Customer Experience department

Continuously explore ways to improve the efficiency and effectiveness of service to enhance customer satisfaction and loyalty.

Audit and Compliance

To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations.

Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Audit and Compliance

To ensure compliance of Customer Experience Policy, Customer Service Standards, all bank processes and procedures – including Prudential Guidelines, Internal Audit recommendations
Comply with respective Know Your Customer (KYC), Know Your Processes (KYP) and Know Your Technology (KYT) procedures and be alert at all times to unusual or possibly suspicious activity, and report to Line Manager.

Knowledge; Skills and Experience required for this Role

Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent

Minimum B- in KCSE or equivalent

Good Communication Skills (written and verbal)

Minimum 1 year working within a customer service environment

Customer service management processes and procedures

MS proficiency – Excel, PowerPoint, word etc.

Competencies required for this Role

Delivering results and meeting customer expectations

Relating and networking

Working with people

Achieving personal work goals and objectives

Adhering to principles and values

Persuading and influencing

Presenting and communicating information

Following Instructions and Procedures

How to Apply

For more information and job application details, see; https://www.sbmbank.co.ke/jobs/vacanacy/officer-front-office-reception-role

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