Contact Centre Officer

Prime Bank Ltd is one of the leading private banks in Kenya and was founded in 1992. Serving its customers for over 30 years, with a network of 23 branches, Prime Bank has the expertise to deliver flexible, efficient and personalized services.

Contact Centre Officer

Job purpose

To deliver efficient, compliant and high-quality customer service across inbound and outbound calls, digital and social media channels, and back-office processes, while supporting customer satisfaction, retention, business growth and continuous service improvement.

Key responsibilities

• Handle incoming calls, emails, chats, social media messages and other customer inquiries professionally; provide accurate information on banking products, services, accounts and procedures.

• Make outbound calls for customer follow-ups, surveys, service campaigns, lead generation, product promotion, customer retention and payment reminders or collections where applicable.

• Resolve customer complaints and service requests within agreed service levels, escalating complex or unresolved matters to the appropriate teams.

• Support account maintenance, customer requests, digital banking assistance and other assigned back-office processing, ensuring accuracy and timely turnaround.

• Identify appropriate cross-selling opportunities and contribute to customer engagement, sales, service and productivity targets.

• Verify customer identity where required, maintain confidentiality, protect customer data and comply with KYC requirements, banking regulations and internal policies.

• Record customer interactions, actions and outcomes accurately in CRM and other systems; maintain complete and up-to-date customer records.

• Monitor customer feedback and social media mentions, moderate online interactions and represent the Bank professionally across digital channels.