Job Vacancies at Kuda Bank

Description

• We are looking for a Call Centre Agent - Front-Office, who will engage current and potential customers through physical channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large while proactively providing our customers with personal service and attention that exceeds their expectations.

Responsibilities

• Act as the first point of contact to Walk-in customers.
• Hears and resolves complaints from customers and other interested parties.
• Resolve customer issues within the scope of existing service levels
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through the experience center.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be very conversant with all the bank’s products to be better equipped to provide support to customers’ inquiries and complaints
• Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Respond promptly and effectively to escalated disputes and communicate findings to customers.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships through open and interactive communication.
• Ensure the highest level of service standards are maintained.
• Effectively listen to, understand, and clarify the concerns and issues raised by customers.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Able to use calming interpersonal skills to solve conflict as necessary.
• Maintain a clean and professional work environment at all times.
• Responsible for providing prompt yet personal service at all times.
• Any other duties as assigned.

Requirements

• A High Degree of Intelligence,Communication, and Analytical Skills
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Good verbal communication skills – sincere and articulate.
• Passionate about service.
• Ability to multi-task, set priorities and manage time effectively
• Result oriented.
• Ability to listen and probe effectively to determine customers’ real needs.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance.

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Category: Customer Excellence

Description

• We are looking for a Head of Service Recovery to institute a service recovery framework that ensures that complaints are not only resolved promptly but relationships are restored and fortified after every disappointing experience.
• Also, to centralize and harmonize the resolution of customer complaints across the organization and ensure all complaints are dealt with holistically to prevent a recurrence.

Responsibilities

• Design the consumer protection policy and service recovery framework to act as a guide for handling complaints across the Organization.
• Develop and implement a centralized complaints management system where complaints will be logged and tracked across the entire organization.
• Review the bank’s compliance with the CBN Consumer protection regulation, guide to bank charges, and any other extant regulation that affect the customer.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process, or regulatory breaches. Ensure that all gaps identified in compliance with applicable regulation are taken up with relevant teams and addressed holistically.
• Conduct root cause evaluation for all complaint types and address with relevant teams.
• Carry out post-service recovery assessment to ensure that all complaints have been properly resolved and root-cause addresses the issue to prevent a recurrence.
• Take ownership of implementing a complaint management culture bank-wide.
• Build strong links with the regulator as well as other stakeholders within the industry to enable seamless resolution of complaints.
• Ensure that customers who lodge complaints are provided with a regular update at every stage of the resolution process.
• Ensure that records of customer complaints and how they were resolved are kept in line with provisions of the CBN time bar for complaints reporting and record keeping.
• Develop initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Conduct a needs analysis to identify customer needs effectively when resolving complaints.
• Ensure weekly and monthly rendition of complaints received to management with appropriate recommendations.
• Introduce consequence management framework which will reward exceptional service delivery and address service gaps.
• Set up a Customer Experience steerco made of Leaders across the entire value chain to review customer impacting issues and take strategic decisions that enhance the client experience.

Requirements

• B.Sc (MBA an added Advantage).
• 5 - 7 years’ experience in similar role.
• Understanding of a full range of products.
• High degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Code of Banking Practice.
• Computer literacy.
• High degree of intelligence, communication and analytical skills.
• Knowledge of the Financial Advisory and Intermediary Services Act.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Category: Customer Excellence

Description

• We are looking for an experienced Quality Assurance Specialist to develop, implement and maintain a high and consistent level of customer support quality across the CX team.

Responsibilities

• Participate in the design of interaction monitoring formats and quality standards regularly updating where required.
• Conduct timely and objective performance evaluations across all the interaction channels within the CX team.
• Provide quality evaluations via remote monitoring of calls (recorded and live calls), live chats, emails, social media channels, ensuring quality delivery on every Analyst-customer interaction.
• Use quality monitoring data management tools to compile and track performance at team and individual level.
• Ensure compliance to standard operating procedures.
• Provide meaningful and constructive feedback and recommendation.
• Identify knowledge gap areas and provide regular feedback and coaching to promote increased knowledge and awareness.
• Initiate process improvement programs where and when necessary.
• Coordinate and facilitate call calibration sessions for customer operations staff for coaching and alignment purposes.2. *Improvement of Service Quality
• Identification of VOCs (Survey Analysis) for process and service improvement.
• Prepare and analyze internal and external quality reports for management staff review.
• Identify contributors/sources of customer dissatisfaction for briefing and coaching purposes.
• Ensure promises made to customers are being fulfilled

Requirements

• B.Sc (MBA, CBAP, PMP an added Advantage).
• 3 - 4 years’ of Customer Support experience with a minimum of 1 year in Quality Assurance.
• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them.
• Have an instinct around anticipating and handling problems, crafting solutions, communicating them to Stakeholders
• Ability to probe effectively for understanding.
• Listening attentively to internal customers on their pain points
• Good Analytical skills.
• Excellent verbal, written and interpersonal communication skills.
• Ability to multitask and successfully operate in a fast-paced environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be proficient with Microsoft Office (intermediate Word, Excel, PowerPoint presentation).

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Category: Customer Excellence

Description

• We are looking for a Process Analyst who will be responsible for identifying key business processes and workflow that require improvement.
• Work with stakeholders to identify areas for improvement and develop strategies to enhance business processes.

Responsibilities

• Collect and document business requirements for project and process improvement/automation efforts
• Create process documentation/workflows, knowledge articles, and self-service guidance for users
• Gathering and processing data to identify process performance areas.
• Designing workflow and process strategies to improve business performance.
• Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed-upon service levels.
• Managing process changes.
• Identify, document, and report issues and risks.
• Bring inconsistencies and problems to the attention of Team Lead, Service Measurement & Analytics.
• Participate in the problem resolution with functional users.
• Overseeing the implementation of revised CX processes and workflows.
• Monitoring and measuring the efficacy of updated workflows.
• Staying up to date with the latest business practices and technologies.
• Benchmark local and international competitor’s processes and provide recommendations to enhance our service offering.
• Facilitating process redesign workshops.
• Any other responsibilities that might be required by the Team Lead/ Unit Head/Head CX.

Requirements

• B.Sc. (CBAP, MBA PMP an added advantage).
• Minimum of 3 years’ experience in a similar role.
• Customer behaviour and need drivers.
• Data interpretation and adaptation.
• Research methodology, analysis & interpretation.
• Understanding of a full range of Kuda’s products.
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies.
• High degree of intelligence, communication, and analytical skills.
• Creative and innovative.
• Advanced Presentation Skills.
• Fast learner, curious and passionate about understanding and improving customer experiences.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Description

• We are looking for a Call Centre agent - Live Chat. You will be responsible for engaging current and potential customers through all interaction channels to provide support, ensure customer satisfaction and retention towards the fulfillment of the strategic goal of the business at large.

Responsibilities

• Act as the first point of contact to customers working across multiple interaction channels.
• Resolve customer issues within the scope of existing service levels
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be very conversant with all the banks products to be better equipped to provide support to customers’ enquiries and complaints
• Ensure that all customer interactions, feedbacks, and complaints are appropriately logged for tracking.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Respond promptly and effectively to escalated disputes and communicate findings to customers.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships through open and interactive communication
• Ensure the highest level of service standards are maintained.
• Any other duties as assigned

Requirements

• HND / B.Sc with 1-2 years’ experience in similar role
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.
• Good verbal communication skills – sincere and articulate.
• Passionate about service.
• Ability to multi-task, set priorities and manage time effectively
• Result oriented.
• Ability to listen and probe effectively to determine customers’ real needs.
• Ability to provide accurate information.
• Conversant with major Telephony and CRM applications used across the industry.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Category: Customer Excellence

Description

• We are looking for an experienced Team Lead: Service Measurement & Analytics.
• For this role, you should define, standardize, track and continually analyze service measurement parameters across all touchpoints in order to proactively identify customer behavioral trends, satisfaction levels, service gaps and to implement strategies to bridge such emerging gaps.

Responsibilities

• Define, document and implement the CX standards, policies for the organization in line with international Best practice.
• Development of a service measurement matrix/dashboard to capture critical service indicators across the organization.
• Carry out periodic customer Satisfaction Survey [CSAT, NPS,ETC] to determine pain point and expectations.
• Conduct internal Satisfaction survey to gauge the level of support and collaboration along the service value chain.
• Compile monthly service scorecard and recommend initiatives to improve service delivery.
• Introduce instant transaction survey across all our interaction channels to help get real-time customer Feedback.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time etc.].
• Carry out mystery shopping evaluation on all out interaction channels to ensure that they deliver service in line with their mandate.
• Real-time monitoring of turn around for critical customer impacting processes.
• Design strategies for Tracking and reporting of all isolated cases of service failures and exceptional service delivery identified within the network
• Run periodic campaign to communicate service measurement attribute across the network to ensure adequate awareness.
• Partner with stakeholders to improve service ratings through the implementation of service improvement initiatives.
• Create a compendium of SLA across the entire organization and hold relevant teams accountable.
• Implement SLA-monitoring techniques to improve impact on the business.
• Design customer onboarding and lifecycle management framework and the level of service experience customers should expect.
• Review all customer impacting processes end-to-end to identify and remove blockers.

Requirements

• B.Sc (MBA, CBAP, PMP an added Advantage).
• 4 -5 years experience in a similar role.
• Proficient in Data Analysis and Reporting tools.
• Proficient in Business Process Design.
• Proficient in Research Skills.
• Customer behaviour and need drivers.
• Data interpretation and adaptation.
• Research methodology, analysis & interpretation.
• Business Intelligence tools- SQL Server, Power BI, etc.
• Understanding of a full range of Kuda’s products.
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Computer literacy.
• High degree of intelligence, communication, and analytical skills.
• Excellent customer relationship development/management.
• Service Quality Management.
• Business process skills.
• Creative and innovative.
• Advanced Presentation Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Category: Customer Excellence

Description

• We are looking for a Service Monitoring Officer to join our team and be responsible for measuring, tracking, analyzing and reporting on service performance metrics and providing recommendations to improve service levels

Responsibilities

• Manage the service measurement dashboard to capture critical service metrics across the organization.
• Manage the Enterprise Feedback Surveys (External, Internal, Ad-hoc, and Instant Surveys) and provide actional insights and recommendations for improvement.
• Provide Monthly Service Performance Reports and recommend initiatives to improve service delivery.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time, etc.]
• Real-time monitoring of turnaround for critical customer-impacting processes and SLAs.
• Run periodic campaigns to communicate service measurement attributes
• Provide periodic insights to support other CX functions.
• Carry out competitor/industry analysis to keep abreast of service trends and also recommend appropriate intervention to enhance our service offerings
• Benchmark local and international competitors (service trends, product features, process, strategies, and pricing) and provide recommendations to enhance our service offering.

Requirements

• B.Sc. (MBA added Advantage) .
• Minimum of 3 years’ experience in a similar role
• Research methodology, analysis & interpretation
• Understanding of a full range of Kuda’s products
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies and Computer literacy.
• High degree of intelligence, communication, and analytical skills.
• Excellent customer relationship development/management.
• Service Quality Manageme.nt.
• Creative and innovative.
• Advanced Presentation Skills.
• Good Analytical Skills/ Problem solving / Interpersonal Skills.
• Proficient in Data Analysis and Reporting.
• Proficient in Research Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Description

• The candidate will be responsible for providing decision support for the customer experience team as well as other stakeholders.
• Responsible for driving change based on customer data and insight. The candidate will extract, analyze and use data to build surveys, dashboards, reports, and business cases to support continuous service improvement efforts.
• He/She will synthesize customer experience surveys with transactional and operational data across customer journeys to proactively identify pain points and areas of opportunity

Responsibilities

• Understand and define data requirements in support of CX initiatives
• Design and build insight-driven alerts, reports, and dashboards to provide easy access to customer feedback across the organization
• Analyze quantitative and qualitative data to develop actionable insights and recommendations via ad hoc reports and visualizations
• Help other teams link CX data to their operational metrics
• Troubleshoot data-related issues in reports
• Find and resolve data quality problems
• Ad-hoc data pulls for the CX team
• Create data dictionaries, hierarchy files, and other documentation
• Support CX-related system integrations
• Provide data analyst support to a wide variety of research projects
• Collate and analyze available data on different products to reflect performance and reliably predict customer preferences.
• Collate and analyze data from complaints reports (from customer and on product concerns) periodically to identify complaint trend, especially recurrent issues.
• Track and report trends in product performance for different customer segments/ profiles.
• Ensure proper tracking and analysis of all service indications across the support teams [FCR, Service Levels, Abandoned calls, response time etc.]
• Responsible for competitive information gathering process, market intelligence, field research, and mining data and turn them into actionable insights for use by various stakeholders.
• Benchmark local and international competitors (service trends, product features, process, strategies, and pricing) and provide recommendations to enhance our service offering.
• Any other responsibilities that might be required by the Team Lead/ Unit Head/Head CX.

Requirements

• B.Sc. (CBAP, MBA PMP an added advantage)
• Minimum of 3 years’ experience in a similar role
• Proficient in Research and Survey Tools (Qualtrics or Alchemer)
• Customer behaviour and need drivers
• Data interpretation and adaptation
• Research methodology, analysis & interpretation
• Business Intelligence tools- SQL Server, Power BI, etc.
• Understanding of a full range of Kuda’s products
• Knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies
• High degree of intelligence, communication, and analytical skills
• Creative and innovative
• Advanced Presentation Skills.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance

go to method of application »

Description

• We are looking for a Service Recovery Officer to harmonize the resolution of customer complaints and drive consistency and responsiveness in the way complaints are resolved and prevented.

Responsibilities

• Work with the Head Service recovery to design the consumer protection policy and service recovery framework to act as guide for handling complaints across the Organization
• Investigate and resolve customers' complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Complaints Tracking and Documentation. Ensure proper record keeping in terms of regulatory requirements.
• Assist in developing and maintaining an up-to-date database of customers’ complaints, providing the foundation for effective customer profiling. •
• Conduct periodic root – cause analysis
• Assist in the development of initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Generation of Weekly Customer Complaints Report.
• Support the Head service recovery in implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.

Requirements

• B.Sc with 2-3 years’ experience in similar role
• Understanding of a full range of products
• High Degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies
• Computer literacy
• High Degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance