Call Centre Intern (Nairobi)
Job Type: Full Time
Location: Nairobi
Reporting Line: Head of Call Centre & Client Services
Introduction to SIB
Standard Investment Bank Ltd (SIB) is a leading financial services firm in Kenya founded in 1995. The firm offers individual and institutional clients a single point of entry for Asset Management, Securities Trading, Market Research, Investment Management and Corporate Finance.
SIB is a member of the Nairobi Securities Exchange (NSE) and is licensed and regulated by the Capital Markets Authority (CMA) as an Investment Bank and the Retirement Benefits Authority as a Pensions Fund Manager.
SIB is also licensed by the Capital Markets Authority (CMA) to operate Special Collective Investment Schemes (CISs), in line with the provisions of the Capital Markets Act and the Capital Markets (Collective Investment Schemes) Regulations, 2023.
About the Role
To cater to our investors, Standard Investment Bank is seeking a Call Centre Intern to join our dynamic team. As a Call Centre Intern, you will play a pivotal role in providing exemplary client service via telephone and email by addressing inquiries, resolving issues, and ensuring a positive customer experience.
Responsibilities:
- Customer Interaction:
- Handle incoming calls from clients with professionalism, addressing inquiries, and providing accurate information regarding banking and investment products.
- Assist clients in navigating online platforms, processing transactions, and resolving account-related issues.
- Operational Gap Analysis:
- Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
- Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.
- Documentation and Reporting:
- Maintain detailed records of customer interactions, ensuring accuracy and compliance with investment banking regulations.
- Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.
- Training and Development:
- Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
- Contribute insights to the development of training materials, focusing on addressing identified operational gaps.
- Continuous Improvement:
- Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
- Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.
Core Competencies
The following Core competencies are the skills, knowledge and behaviours expected of an employee at Standard Investment Bank:
- Maximizing Resources – Builds and leverages infrastructure, knowledge and networks
- Empowerment – Empowers customers, employees, shareholders and society
- Care and Protection – Demonstrates care and protection to customers, employees, shareholders and society
- Communication Skills – Communicates proactively, clearly, timely, consistently, completely and professionally – in written and oral forms to both internal and customers
- Initiative & Confidence – Generates and shares new ideas that add value to SIB and looks at different ways to solve problems and address difficulties
- Teamwork – Contributes fully to team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
- Sector Acumen – Has a good understanding of the sector environment and the impact their behaviour has on co-employees, service delivery to customers and SIB’s reputation
- Respect – Treats colleagues and customers in a manner which demonstrates integrity, honesty, fairness and value for other people’s time
HOW TO APPLY:
To apply, please submit your resume, and cover letter via the form below.