Relationship Supervisor – Customer Service (North Eastern) at Equity Bank Kenya

Job Description

Job Purpose:  

The branch Relationship Supervisor service will support the unit to achieve its customer service goals and objectives.
The supervisor will also monitor and evaluate service and is responsible for ensuring that regular soft skills trainings are carried out in the branch.
Works closely with the branch and regional leadership to identify gaps in service standards and have the gaps closed.
Work together with the branch leadership, support in areas of service such as Customer Satisfaction ratings, complaint resolution, compliance, and brand image.
Key Responsibilities

Review Service Levels at various workstations in the branch and advise on improvements.

Work with branch team to address and resolve complaints raised through various channels.

Work with branch team to identify and resolve root cause of customer pain points.

Escalation of service issues to relevant parties and follow up for closure.

Prepare branch thematic training content as directed from time to time.

Carry out regular training in the branch on; thematic, skills training, products, institutional knowledge and any other relevant training should the need arise.

Work with the branch team to maintain the brand and image of the Bank.

Review CSAT outcome to evaluate level of service quality and work with relevant stakeholders to address any concerns.

Attend BCC meetings from time to time to give and receive feedback.

Engage customers to get feedback on their service experience.

Review TAT and customer experience at all service points in a branch

Work with the branch teams to resolve audit and compliance issues.

Any other duties may be assigned from time to time.

Qualifications

Qualifications, Experience  

University degree or equivalent with
Minimum 3 years’ experience in the bank.
Working knowledge of Microsoft Excel, Word, and Power Point

Key Competencies & Skills 

Appreciation of adult learning principles and learning styles.
Knowledgeable of products/services, policies, and procedures.
Professionalism, integrity, creativity, teamwork, and good relations with both external and internal customers.
Good analytical skills and problem-solving skills.
Good interpersonal/ planning/ customer awareness & focus/ communication/ presentation and skills.