NAKANYIKE AMERIA KAYE

• Respond promptly to customer inquiries and queries on all assigned channels, such as email, calls (both inbound and outbound), and WhatsApp.
• Ensure customer complaints are logged and resolved in a timely manner.
• Report any risks or issues upon discovery.
• Ensure compliance with the bank’s policies and procedures through all operations.
• Carrying out any extra tasks or activities as and when the need arises, or as assigned.
• Ensure the completion and actioning of all mandatory trainings in my space within the set timelines.
• I did Support the Back-office supervisor with managing customer queries and complaints and ensuring that the team resolves the issues in a timely manner and that feedback is shared with customers
• Assigning tasks to the team and overseeing that they are completed by the end of the day.
• Conduct weekly refresher trainings regarding product knowledge.
• Addressing Customer Concerns by responding to customer inquiries regarding their KYC status and aid in resolving any issues that may arise.
• Clarification and documentation requests through communicating with customers to gather additional information or clarify inconsistencies in their KYC documents.

Responsibilities

• Monitor overall activity on cards to mitigate fraud.
• Support the team regarding issue relating with customers failing to transact with their cards
• Share customer feedback with the cards team regarding new developments that can be put in place to improve the customer user experience.
• Responding promptly to customer inquiries on both inbound and outbound calls.
• Maintaining a positive, empathetic, and professional attitude towards customers is essential.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints at the first point of contact.
• Ensure customer satisfaction and provide professional customer support.

I did assist with quality assurance monitoring through:

• Call monitoring and providing actionable insights to agents.
• Gather information on agent call handling in order to improve agent performance.
• Monitoring and evaluating customer calls and interactions between agents and customers.
• Train agents on call etiquette.

• Coordinate office activities and operations to secure efficiency and compliance with the workplace policies.
• Manage agendas, travel arrangements, and appointments for upper management.
• Manage phone calls and correspondence (e-mail, letters, packages).
• Ensure that the reception area is always kept tidy
• Track stocks of office supplies, and place orders when necessary.
• Submit timely weekly reports on payment and balances of the customers
• Bank cash sales and undertake account reconciliation.
• Perform any other tasks as may be assigned from time to time.

• Enhancing market share by reaching out to company/business owners through influencing their opinions to accept the product and service offered.
• Achieve volumes of sales for the profitability of the organisation
• Aid the production department regarding product knowledge and knowledge about specific customers
• Keep a good relation between client and the company for continuity in business