Job Opportunity: Contact Centre Assistant at NCBA Uganda

Job Type: Full-time
Industry: BANKING
Location: KAMPALA

About NCBA Uganda: NCBA is dedicated to helping you achieve your financial goals, providing exceptional financial services to enable you to save, invest, and grow your wealth. With a focus on simplicity and effectiveness, NCBA aims to give you more time for the things that matter most to you. Explore our range of banking products and services to see how you can benefit.

Job Purpose: As a Contact Centre Assistant at NCBA Uganda, your primary responsibility will be to deliver exceptional customer service to both personal and corporate banking clients. You will handle customer queries and complaints, provide timely incident resolution, and contribute to business growth targets through lead generation and cross-selling of the bank’s products and services.

Key Result Areas:

Financial (20%):

  • Handle customer queries promptly to minimize talk time costs.
  • Contribute to achieving business growth targets through sales and cross-selling.
  • Ensure timely collection of all charges/commissions as per bank tariff.
  • Support the bank in implementing new product launches through effective communication.
  • Provide feedback for product development and improvement.

Customer (50%):

  • Resolve customer queries and complaints in a timely and effective manner.
  • Educate customers on the bank’s products and services.
  • Develop service level agreements (SLAs) between the Contact Centre Team and internal departments.
  • Monitor and resolve ATM, Debit & Credit card queries to minimize fraud.
  • Manage phone queries during social media campaigns and promotions.
  • Track customer complaints, compile reports, and provide feedback on recurring issues.

Internal Business Processes (20%):

  • Input customer complaints and queries into CRM for tracking and resolution.
  • Ensure operational excellence to achieve satisfactory audit ratings.
  • Comply with the bank’s operation policies, procedures, and relevant banking regulations.
  • Ensure the safety of customer and bank information and assets.
  • Identify areas of development and communicate to team leaders and managers.
  • Provide back office support to all bank departments.

Learning and Growth (10%):

  • Engage in continuous learning and training activities.
  • Comply with the bank’s leave policy and values at all times.

Ideal Job Specifications:

  • Academic qualifications: University Degree
  • Desired work experience: At least 1 year in Contact Center, retail, personal banking, or equivalent.

To Apply: Interested candidates who meet the requirements are encouraged to apply online at the provided link.

Application Link: Apply Here

Deadline: Not specified.

Join NCBA Uganda in providing exceptional financial services and making a difference in the lives of our customers!



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By Tina

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