| JOB NAME |
Contact Centre Agent(s) [Kampala Central Division]
POSTED BY: Orient Bank Uganda
REF:ORIENT 47
Date Published:18 January 2023
Date of Expiration:17 July 2023 EXPIRED
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| LOCATION OF THIS JOB |
 Uganda | KAMPALA CENTRAL DIVISION in Uganda |
| INDUSTRY |
| Financial Services
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| JOB TYPE |
| Full-Time |
| MAIN JOB DESCRIPTION |
Location Kampala, Kampala Central Division
Department Operations
Employment Type Full-Time
Minimum Experience Mid-level
Reports To: Manager, Customer Experience
ABOUT
I&M Bank Uganda is a commercial bank headquartered at Kampala Road plot 6/6A with a growing regional presence. The Bank offers a wide range of commercial banking and financial products and services, and prides itself on introducing innovative products and services based on the needs of its customers. We are seeking to recruit a competent and highly motivated individual with extensive experience and abilities to support business growth in the following position:
JOB PURPOSE
1. To provide breakthrough one stop service in a consistent, professional manner embracing our brand values.
2. To own the operations of the Customer Contact Centre so that satisfactory responses are given to customers on all inquiries, requests, queries or complaints and timely follow-up, resolution and feedback are achieved in line with the Bank’s service strategy.
KEY RESPONSIBILITIES
1. Receive with utmost courtesy in-bound telephone calls; e-mail communication or social media messages as relayed to the Bank.
2. Responding to the queries and/or inquiries as raised using good and correct knowledge of the bank’s products, processes, and general information.
3. Resolution of complaints where possible or prompt escalation of complaints to relevant department.
4. Empower self with vast knowledge of the bank’s products and processes as well as relevant contacts to ensure that raised issues (inquiries, queries, or complaints) are addressed correctly and as priority and efforts are made to resolve all these on spot or within the hour.
5. Monitor availability of service channels proactively and liaising with stakeholders to rectify downtime causes.
6. Escalation of issues received and/or identified to the relevant internal staff or units and timely follow up of all those outstanding.
7. Proactively analysing content of customer interactions to identify service improvement opportunities and communicating recommendations to the relevant functions through line manager.
8. Generate customer interest in alternative services or products offered by the Bank through customer interactions.
9. Prepare regular activity and performance reports on a timely basis for the attention of the line manager and other relevant parties.
10. Maintain up-to-date database for customer contacts in conjunction with relevant parties within the bank.
11. Monitor observance of confidentiality of customer information by restricting declaration or exposure to only authentic contacts.
12. Ensure control lapse are identified in time and all risks escalated to line management in time.
13. Ensure no reputation/legal risk through strict following of laid down procedures.
14. Timely blocking of cards and stop payments as per client requests
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| REQUIREMENTS FOR THIS JOB |
Minimum Education Qualification:
A Bachelor's Degree in any discipline from a recognised academic institution.
Work Experience:
Minimum of 2 years cognate experience
Required Competencies (Knowledge, Skills & Abilities):
1. Recognizable customer centricity
2. Good telephone etiquette
3. Effective communication skills (written and verbal) to efficiently control an interaction and build rapport amongst the various stakeholders.
4. Problem solving: Proactively analysing information received/ collected by the team overtime to identify and address root causes.
5. Technical literacy: good proficiency and navigation skills around Windows® Applications, MS Office, e-mail, and the internet.
6. Ability to Multi-tasking: e.g., receiving customer information over the telephone while inputting/ searching for corresponding/relevant information in the database.
7. Teamwork: The ability to offer support and guidance and to work effectively with others.
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English 
FRENCH
