Finserve Support Agent Job Equity Bank

Customer Service Jobs, Equity Bank Jobs.

Role Purpose

The Contact Centre Agent is responsible for delivering consistent, high quality customer service across multiple service channels. The role serves as a key customer touchpoint, managing inquiries, service requests, and complaints relating to the Bank’s products and services.

The role holder is expected to apply a customer centric approach to resolve issues efficiently, enhance customer experience, and uphold service standards. Through effective engagement, problem resolution, and adherence to operational protocols, the role contributes to customer satisfaction, service excellence, and overall Contact Centre performance.

The Key Responsibilities

• Deliver high quality, multi channel customer engagement, ensuring consistent, responsive, and professional service across all touchpoints.
• Provide accurate, solution-oriented guidance on the Bank’s products and services, aligning offerings to customer needs and enhancing value delivery.
• Capture and maintain complete, high quality customer data and interaction records to support informed decision making and service continuity.
• Enable digital adoption by guiding customers on self service channels and resolving routine service issues efficiently.
• Drive prompt and effective resolution of customer queries and complaints, ensuring seamless escalation and closure in line with service standards.
• Continuously build product, system, and policy knowledge to ensure accurate advisory and compliance.
• Achieve and sustain performance targets across service levels, productivity, and customer experience metrics.
• Uphold strict adherence to regulatory standards, internal controls, and governance requirements in all customer interactions.

Qualifications

Key Technical Skills & Leadership Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving and customer service skills.
• Ability to work in a fast-paced environment with a focus on quality service.
• Familiarity with CRM systems and basic banking applications is an added advantage.
• Time Management
• Adaptability and flexibility to thrive in a fast-paced and evolving work environment

Experience Requirements

• 2–4 years’ experience in customer service, service recovery, complaint management, or related role.
• Experience handling escalations in the banking or financial services is an added advantage.
• Demonstrated ability to manage complex customer issues and coordinate across departments.
• Previous experience in a customer service or Contact Centre environment is preferred.
• Commercial awareness and appreciation
• Knowledge of Telco operations and industry awareness.
• Knowledge of the Bank’s products or services is a plus

Academic Qualifications and Certifications

• Bachelor’s degree in business, Communication, Customer Experience, or related field.
• Customer Experience certification is an added advantage.
• Professional certification in Customer Service, Call Centre Operations, or Sales (added advantage)
• Basic ICT proficiency, including familiarity with MS Office applications and digital platforms
• Training in communication skills, customer experience, or service excellence (added advantage)

How to Apply

Click here to apply