Position: Contact Centre Outbound Officer
Location: Kampala- Uganda
Reports To: Contact Centre Supervisor – Outbound
Employment Type: Full Time
Client Overview.
Our client is a leading financial institution in Uganda, providing a wide range of banking and financial services to individuals, businesses, and other organisations. The institution is committed to delivering convenient, reliable, and customer-focused financial solutions while maintaining high standards of service and professionalism.
With a strong focus on customer satisfaction and innovation, the institution continues to strengthen its services and create positive experiences for its customers.
Position Summary.
To proactively engage customers through outbound calls and other approved communication channels to support customer acquisition, retention, collections, service follow-up, customer education, satisfaction surveys, and sales campaigns. The role is responsible for delivering excellent customer experiences while achieving agreed productivity, quality, and campaign targets.
Key Duties and Responsibilities
Customer Experience Management
- Deliver professional, courteous, and customer-focused service always.
- Resolve customer concerns at first contact where possible.
- Escalate complex issues requiring additional support within agreed timelines.
- Identify recurring customer concerns and provide feedback for process improvements.
- Own dormancy reduction as a core deliverable
- Deliver a structured post-onboarding follow-up journey
- Track and report reasons for customer disengagement
Outbound Customer Engagement
- Make outbound calls to customers in line with approved campaigns and business objectives.
- Promote the Bank’s products and services through cross-selling and up-selling initiatives.
- Conduct customer satisfaction surveys and collect feedback for service improvement.
- Follow up on customer inquiries, requests, complaints, and service issues.
- Educate customers on products, services, processes, and digital channel adoption.
- Contact customers regarding account maintenance requirements and regulatory updates.
Sales and Business Growth
- Identify customer needs and recommend suitable products and services.
- Generate quality leads and referrals for business units.
- Support customer retention and loyalty initiatives.
- Achieve sales, conversion, and campaign targets assigned by management.
Controls and Risk Management
- Ensure customer information is handled with confidentiality and integrity.
- Accurately follow identification protocol before advising customer details
- Ensure control lapses are identified in time and all risks escalated to line management in time
- Ensure no reputation/legal risk through strict following of laid down procedures
- Timely escalation of customer request relating to blocking cards, mobile banking and stop payments as per client requests
- Highlight Operational issues expressed by Customers
- Acquiring multi-skills for supporting multi product targets set by business
- Adhere to all Bank policies, procedures, and regulatory requirements.
- Maintain compliance with call handling scripts, quality standards, and operational procedures.
- Identify and report operational, fraud, conduct, or compliance risks.
- Accurately document all customer interactions in the relevant systems.
Education and Training
- A first degree in any discipline.
- 1-2 years’ cognate experience in branch banking is an added advantage.
Skills and Experience
- Recognizable customer centricity
- Good telephone, email etiquette and tele-sales techniques to ably handle outbound calling.
- Effective communication skills (written and verbal) to efficiently control an interaction and build rapport amongst the various stakeholders.
- Good (up to date) knowledge of the Bank’s products and services as well as policies, processes and procedures with emphasis on digital channel knowledge.
- Decision making: Ability to listen actively to gather details; question appropriately to confirm understanding; applying appropriate interventions to come to a decision; and offering timely updates and conclusive feedback.
- Problem solving: Proactively analysing information received/ collected by the team overtime to identify and address root causes.
- Technical literacy: Good proficiency and navigation skills around Windows® Applications, MS Office, e-mail and the internet to support in data capture and reporting.
- Multi-tasking: e.g receiving customer information over the telephone while inputting/ searching for corresponding/relevant information in the database.
- Teamwork: The ability to offer support and guidance and to work effectively with others.
- Stress management: Maintaining a calm demeanour and mental state when situations and emotions escalate to higher levels.
- Risk and compliance awareness with high levels of Integrity as well as fraud and risk awareness.
- Customer service and relationship management.
- Males are encouraged to apply
Business Behaviours
- Passion: Committed to excellence, deliver outstanding results and make a positive impact for our customers and stakeholders.
- Teamwork: Collaborates, mutual respect, and diverse perspectives, to achieve shared success and deliver greater value to the Bank.
- Integrity: Uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
- Innovation: Embrace creativity and forward-thinking, continually seek new solutions to enhance customer experience and drive business growth.