Job Title: Voice Branch Officer
Hiring Organization: Standard
Bank Group
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Banking
Job Type: Full
Time
Salary: KES
Date Posted: 05/05/2024
Standard
Bank Group is the largest African banking group by assets offering a full range
of banking and related financial services. “Africa is our home, we drive her
growth” Our vision is to be the leading financial services organisation in, for
and across Africa, delivering exceptional client experiences and superior
value. This sets the primary goals and standard of excellence we intend to
achieve in the medium term. With a heritage of over 150 years, we have an
on-the-ground presence in 20 countries in sub‑Saharan Africa; fit-for-purpose
representation outside Africa; and a strategic partnership with the Industrial
and Commercial Bank of China (ICBC). In line with the realities of risk,
regulation, technology and competition that characterise our operating context,
we continue to invest significantly in our diversified operations; our people
and culture; our systems and infrastructure; and our brand. In doing so, we
understand that our commercial success and social relevance over the long term
depends on placing our clients at the centre of everything we do, and ensures
that the outcomes of our activities are a catalyst for growth on this continent
we call home. The long-term foreign currency ratings for The Standard Bank of
South Africa, the single largest operating entity within the Standard Bank
Group, are: Fitch Ratings BBB- (negative), Moody’s Baa2 (negative) and Standard
& Poor’s BBB- (negative).
Job Description
A 24/7
inbound and outbound Voice Branch role tasked with timely response, resolution
of customer queries and complaints raised by clients via telephone, email and
social media as well as cross sell and retention of customers.
Minimum
Qualifications
- First
Degree
- Field
of Study: Business Commerce
- Personal
and Private Banking
- 3-4
years
- Experience
in complaints management and application of complaints regulations.
Experience in data analysis, problem identification and reporting.
Experience in understanding the groups operations, understanding
distribution channels, products, processes, and systems.
Behavioral
Competencies:
- Articulating
Information
- Developing
Strategies
- Directing
People
- Examining
Information
- Following
Procedures
- Interpreting
Data
Technical
Competencies:
- Compliance
- Project
Management (Project Mgmt)
- Remedial
Action Development
- Risk
Acceptance
- Risk
Identification
