Customer Experience Consultant - 13 Posts

Customer Experience Consultant - 13 Posts

Job Reference No: NBK/OPS/05/2026
Position Scope:

  • The role serves as a critical communication link between the Bank and customers through digital channels – telephone, SMS, emails, social media to address customer queries and complaints, and provide information in real time for improved service delivery, customer satisfaction, loyalty and retention.

Key Responsibilities:

  • Handle incoming and outgoing interactions with customers professionally as per defined standards.
  • Provide customers with product or service information.
  • Handling customer complaints per defined procedures
  • Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
  • Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
  • Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
  • Follow up on customer inquiries not immediately resolved.
  • Promptly action customer requests to:
    • disable/block instruments/channels reported lost/stolen/damaged/compromised.
    •  Re-order instruments.
  • Conduct closure calls to obtain customer occurrence for resolved complaints.
  • Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
  • Upsell and cross-sell products and services.
  • Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
  • Administer the switchboard by receiving incoming calls from customers and staff.
  • Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
  • Perform other duties as assigned.

Education/Professional Qualifications, Skills & Experience:

  • Banking and/or Contact Center Experience preferred
  • Knowledge and understanding of bank products.
  • Proven analytical skills
  • Excellent communication skills
  • Excellent Problem-solving skills
  • Excellent interpersonal Skills
  • Team player
  • Proficiency in use of information technology
  • Independent, objective and Self-motivated and can work with minimal supervision

 

Method of Application

Send your CV and application letter showing how you meet the role requirement stated above to: Recruitment@nationalbank.co.ke by Wednesday 22nd April 2026 • Indicate Name of Job on email subject.

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