Job Title: Customer Success Associate
Hiring Organization: Umba
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Financial
Service
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/28/2024
Our mission entails providing accessible and cost-effective financial services across Kenya, enabling our customers to take charge of their financial well-being. We are committed to seizing a unique opportunity to transform the financial landscape in Kenya by harnessing the power of machine learning to develop intelligent, affordable financial products tailored for emerging markets. Our machine learning models are continuously improving, and we leverage AI and automation to deliver banking solutions at the lowest possible cost to our expanding customer base.
We have acquired a deposit taking Microfinance bank to allow us to offer full digital banking services in Kenya. Our primary focus is to offer a comprehensive range of digital banking products through Android and iOS Apps, and we take pride in our culture of consistently surpassing customer expectations, which has fueled our rapid expansion.
We are actively seeking outstanding individuals who not only possess exceptional talent but also share our vision, determination, and sense of purpose. Join us in our endeavor to establish the largest neo-bank in Africa.
Job
Summary:
We are
seeking a motivated and customer-centric individual to join our team as a
Customer Success Associate. The successful candidate will play a vital role in
supporting our customers, ensuring their needs are met, and driving
satisfaction and retention.
Duties
and Responsibilities:
Customer
Interaction:
- Respond
promptly and professionally to customer inquiries via email, chat, or
social media platforms.
- Provide
accurate information about products, services, and policies to customers,
ensuring clarity and understanding.
Technical
Support:
- Assist
customers in troubleshooting technical issues with products or services,
coordinating with the appropriate channels for resolution through your
team lead.
Feedback
and Improvement:
- Conduct
regular check-ins with customers to gather feedback, address concerns, and
identify opportunities for improvement.
- Resolve
customer complaints efficiently and escalate complex issues to the
appropriate channels for resolution.
- Cross-functional
Collaboration:
- Collaborate
with other departments, such as sales, marketing, and operations, to
address customer needs and improve overall customer satisfaction.
Onboarding
and Training:
- Onboard
new customers, providing training and guidance on product features and
best practices to ensure a smooth transition and comprehensive
understanding.
Knowledge
Management:
- Stay
up-to-date with product knowledge, industry trends, and company policies
to provide accurate information and support to customers.
Professional
Development:
- Participate
in training sessions and team meetings to enhance customer service skills
and knowledge.
- Contribute
to the continuous improvement of our customer success processes and
procedures.
Financial
Coordination:
- Liaise
with our service providers to facilitate wallet top-up and ensure timely
processing of transactions.
- Post
daily payment information from the bank to the core banking system,
maintaining accurate records of all financial transactions.
Loan
Repayment and Account Maintenance
- Record
daily loan repayments from the bank, ensuring accuracy and completeness of
loan records.
- Maintain
accurate balances for accounts held in the bank, mobile wallets and other
bank accounts, reconciling discrepancies as needed.
- Payment
Processing:
- Initiate
various payments on the bank, including vendor payments and loan
disbursements, following established procedures and protocols.
Fund
Management:
- Add
funds to the mobile wallet or accounts as required for seamless
transactions and disbursements, monitoring account balances and
replenishing funds as needed.
Account
Administration:
- Open
Fixed deposit accounts on the core banking system, maintaining detailed
records and sharing fixed deposit certificates with customers as
necessary.
External
Coordination:
- Coordinate
with external suppliers to set up new accounts and address any issues
related to float top-ups, ensuring smooth operations and compliance with
regulations.
Qualifications:
- Bachelor’s
degree in Business Administration, Marketing, or related field.
- Proven
customer service experience in a fast-paced environment.
- Excellent
communication skills, both verbal and written.
- Ability
to multitask and prioritize tasks effectively.
- Strong
problem-solving skills and a proactive approach to addressing customer
needs.
- Ability
to work collaboratively in a fast-paced, team-oriented environment.
- Familiarity
with CRM software Odoo and customer success tools is a plus.
- Passion
for delivering exceptional customer experiences and driving customer
satisfaction and retention.
- Experience
with live chat support software and social media platforms.
Work
Status
- Valid
work authorization for Kenya
- Umba
is proud to be an Equal Opportunity employer. All qualified applicants
will receive consideration for employment without regard to sex, gender
identity, sexual orientation, race, color, religion, national origin,
disability, protected veteran status, age, or any other characteristic
protected by law. We also consider qualified applicants regardless of
criminal histories, consistent with legal requirements. If you have a
disability or special need that requires accommodation, please let us
know.
