Customer Service Representative

Q-Sourcing Servtec Group

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Q-Sourcing Servtec Group is a global management consulting firm that helps people make significant improvements to their business performance and realize their most important career goals.

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Customer Service Representative

• Job Type Full Time
• Qualification BA/BSc/HND , Diploma
• Experience 5 years
• Location Nairobi
• Job Field Customer Care, Success and Service

Job Purpose

• To sustain the bank’s image and reputation and maintain excellent customer relationships by ensuring accurate transaction processing, efficient service delivery, and timely resolution of customer complaints and claims, while working closely with Relationship Managers, Credit, Operations and Compliance teams.

Key Responsibilities

• Account & Transaction Management

• Promote digital banking channels and meet utilization targets.

• Review and validate account opening documents, KYC requirements, and customer instructions.

• Check account standing before processing transactions.

• Process customer instructions; fund transfers, standing orders, cheque clearing, and payments, as per confirmed requests and service standards.

• Service Fulfilment & Documentation

• Process outbound payments and transfers in a timely manner.

• Liaise with payment service providers, correspondent banks, and clearing houses.

• Execute the provision of all transaction documents- payment confirmations, SWIFT copies, receipts, and statements.

• Coordinate with Treasury and Operations on foreign currency transactions and correspondent banking requirements.

• Transaction Monitoring & Complaints Management

• Follow up on transactions until funds are credited or debited to customer accounts on time.

• Investigate transaction delays, update the core banking system with reason codes, and report to concerned parties.

• Manage claims related to delayed transactions, failed payments, chargebacks, and incidents.

• Verify and investigate complaints and claims and handle approved compensation in the core banking system.

• Reporting & General Tasks

• Prepare and submit day-to-day operations and performance reports.

• Respond to customer requests professionally and maintain excellent relationships.

• Resolve core banking system-related issues and maintain customer master data.

• Execute reversals, chargebacks, and refund processes where necessary and approved.

• Participate in meetings and projects on demand.

• Commit to the bank’s and department’s policies and procedures.

• Qualification and Experience

Education

• Degree or Diploma in Banking, Finance, Business Administration, or a related field.

Experience

• Over 5 years’ relevant working experience in banking, customer service, or financial operations.

• Experience with SAP or a related ERP/Core Banking System.

• Customer Service Training and Certification is an added advantage.

• Technical Skills

• Good command of the English language.

• Proficiency in core banking systems and MS Office applications.

• Strong analytical and problem-solving skills.

• Core Competencies

• Excellent communication and interpersonal skills.

• Customer focus and relationship management.

• High integrity and accountability.

• Attention to detail and accuracy.

• Ability to work under pressure and meet deadlines.

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