Digital Financial Solution Agent
To champion uptake of DFS channels through quality customer
engagements and ensure customer success. The role holder will drive acquisition
of new subscriptions onto digital channels, cross-sell digital solutions and
enhance utilization of digital channels for both existing and NTB customers.
Key
Responsibilities:
- Business
Development
- Drive
GAB Collect Merchant recruitment as per the established process and track
performance.
- Carry
out periodic and regular visits to the GAB Collect Merchants to drive
usage and ensure that dormancy levels are below the defined threshold
- Support
deposit mobilization by monitoring and ensuring GAB Collect Merchants meet
the throughput threshold for sustainability.
- Drive
Credit Card sales and acquisition programs.
- Coordinate
Market Storms for customer acquisition with Branch Teams.
- Ensure
GAB Collect Merchants are visible with the correct branding collaterals.
- Retention
- Provide
guidance to New To Bank customers on how to get started with using digital
channels.
- Support
in managing dormant GAB Collect Merchants and ensure utilization.
- Support
utilization and customer education campaigns.
- Enable
channels for customer feedback and facilitate action where required.
- Relationship
Management
- Effectively
manage assigned portfolios by establishing trust and driving growth in
transacting customers.
- Respond
to all customer queries as per the agreed Service Level Agreements (SLAs)
- Ensure
that all customer information and queries are treated in line with
confidentiality agreements as per employment contract with the Bank and HR
policies.
- Compliance
& Operational Excellence
- Actively
engage support functions to drive efficiency and growth.
- Review
portfolio trends every month with the line Manager to ensure desired
conversion and growth are on-track.
- Ensure
full compliance with Consumer Protection guidelines.
- Comply
with internal and regulatory requirements.
- Timely
submission of reports and adherence to internal SLAs.
- Comply
with operational and credit policies during client onboarding and
servicing.
- Ensure
accurate recording of all customer engagements and interactions.
- Brand
and Support
- Act
as a brand ambassador by upholding and promoting the bank’s image.
- Address
and escalate customer issues promptly, ensuring timely resolution.
- Support
overall bank growth strategies by participating in campaigns and team
initiatives.
- Business
Targets:
- Business
targets will be agreed with Manager DFS and signed off in the annual
performance contract.
- The
targets will be based on:
- Number
of customers onboarded on tills
- Percentage
of tills transacting as per set minimum threshold volumes
- Conversion
of dormant tills to active tills
- Ensure
100% of active GAB Collect Merchants are fully branded
- Number
of credit cards on boarded.
- Quality
of stakeholder engagement and issue resolutions.
- Internal
process improvement contributions.
Qualifications
& Skills:
- Bachelor’s
Degree in any discipline from a recognized institution.
- Strong
interpersonal skills with the ability to build lasting relationships.
- Excellent
communication and presentation skills.
- Life
skills – the confidence and ability to relate to people from varied
circumstances and walks of life.
- Awareness
of financial services.
- Possess
public relations skills in both formal and social gatherings and ability
to establish and maintain effective working relationship with those
interacted with in the course of carrying out duties.
- High
Integrity.
- Proficiency
in use of Microsoft Office Packages.
- Must
be fluent in English and Kiswahili.
- Sales
and customer service experience is an added advantage
How to
Apply
