Call Centre Agent at Caritas MFB

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); Caritas Microfinance Bank is a licensed microfinance bank regulated by Central Bank of Kenya. Caritas MFB offers a full range of innovative and customized financial services with a special focus on the unbanked and underbanked. Its headquarters are located in the Nairobi CBD. Caritas MFB was formed to provide affordable, innovative and customized financial solutions to micro and small enterprises (MSEs) and to vulnerable groups that are mostly unbanked and underbanked.JOB PURPOSETo provide excellent customer service on both inbound and outbound callsKEY RESPONSIBILITIES Promptly resolving customers enquiries at the first instance by using the bank’s systems and escalating to the relevant teams when need arises.Keep a comprehensive record of all engagements in the call center data bank.Cross-selling and marketing the Bank’s products and servicesRun cold call scripts as part of building bank brand awareness.Identify customer needs, clarify information, and provide timely solutions.Ensure customer service quality and utmost customer satisfaction to attract prospective customers and retain existing ones.Regularly updating oneself on matters bank products, call center systems and bank brandKeeping customers updated on bank procedures and systems, process flows, customer requirements and any other relevant information on the bank.Reporting and giving feedback to operation management on levels of customer satisfaction and recurrent issues.Provide necessary support to all arms of the bank.Ensure utmost compliance to the Bank’s policies and Procedures.Any other duties assigned by the Operation management. QUALIFICATION AND EXPERIENCE REQUIREMENTS Degree in a Business Management, Accounting, Finance or Business Administration.Professional banking qualifications will be added advantage1 Year work experience in a bankExperience in customer service, retail banking and/or financial institution.Computer literacy and Switchboard management skillsProduct and segment knowledge and masteryExcellent written and oral communicationActive listening and interpersonal skills.Patient and empathetic attitude.Adaptability and flexibility.Negotiation and marketing skills.Ability to work under pressure and under minimal supervision.Attention to detailPossess administrative skills and the ability to work as part of a team.Strong organization, and negotiation skills.