Home JOBS IN KENYA E-Communications Specialist Job at Stanbic Bank

E-Communications Specialist Job at Stanbic Bank

E-Communications Specialist Job at Stanbic Bank… See details on how to apply for the opportunities available at Stanbic Bank.

Descriptions;

Stanbic Bank is a division of Standard Bank, a member of the Standard Bank Group, based in Johannesburg, South Africa. Stanbic Bank was adopted as a trading name in 1992, when the Standard Bank Group, then known as Standard Bank Investment Corporation, acquired the African operations of ANZ Grindlays Bank.

Responsibilities:

  • Addressing e-mail, web, social media enquiries and queries professionally, including but not limited to facebook, twitter, LinkedIn, WhatsApp banking, bookmarking sites.
  • Investigate and resolve customer queries/complaints promptly.
  • Record all queries received on Social Studio and provide customers with reference Numbers
  • All queries that are not FCR should be resolved or escalated to the relevant units- immediately
  • Ensure that client complaints are resolved effectively within prescribed timelines.
  • Ensure that laid-down procedures are adhered to while providing excellent service.
  • Maintain confidentiality of customer information at all times.
  • Support migration initiatives and generate sales leads.
  • Identify and recommend engagement opportunities by monitoring online conversations and social trends
  • Identify potential risk as early as possible and resolve/escalate
  • Identify, create and curate social content that results in engagements of clients.
  • Analyse, review and report on effectiveness of customer engagements and adjust as may be necessary
  • Act on data to improve capability of response, delivery of what matters and eradicate failure demand through team engagement.
  • In conversing with clients, identify value demand opportunities:
  • Ensures that all leads are logged correctly while connecting with the client and identifies demand generation opportunities.
  • Participates in specific campaigns and marketing activities as required.
  • Proactively promotes the use of multiple channels to clients
  • Accurately captures, updates or amends client data

Legislative compliance

  • Conduct a needs analysis to identify customer needs effectively when giving product advice, in line with Regulatory requirements.
  • Complete disclosure to the customers in terms of accreditation, service fees, and commission.
  • Ensure proper record keeping.

Minimum Experience and Qualification

  • Type of qualification: First Degree
  • Field of study: Any relevant field
  • 3 – 4 Years customer facing experience with exposure to public relations and social media tools
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