Senior Customer Service Agent - After Hours Support at Access Bank

Requirements

Customer Service Inbound

• Handle complex customer queries, complaints, and escalations in line with SLA requirements
• Provide telephonic and digital (email/chat) support to customers after hours
• Manage and allocate queries within the Customer Service Mailbox to ensure SLA compliance
• Provide customers with accurate information on bank products and services
• Maintain high service standards aligned to CSAT, NPS, and FCR targets
• Ensure accurate logging of all interactions and escalations on the system
• Resolve customer issues at first contact or ensure effective escalation and follow-up
• Support agents with difficult or escalated customer interactions
• Assist customers with card-related services (activation, PIN reset, stop card, error resolution)
• Coordinate with third parties on issues such as airtime/electricity purchases

Internet Banking/Banking App

• Provide advanced support and approve on digital banking platforms (Mobile App, Internet Banking)
• Guide customers through onboarding, registration, and activation processes
• Assist with password resets, PIN changes, and transaction limit adjustments
• Support and enable customers on Access More
• Provide guidance and support to team members on digital queries

Operations

• Approve account holds on FlexCube in line with controls and procedures
• Monitor, identify, and escalate system outages and high-risk incidents
• Act as escalation point for operational issues during after-hours shifts
• Guide clients through onboarding on the Access More App
• Ensure proper incident logging, tracking, and handover to relevant teams
• Support quality assurance and adherence to operational standards

Call Centre Outbound

• Ensure timely return of customer calls and follow-ups
• Monitor and guide agents on call-back requirements and quality
• Proactively follow up on unresolved or escalated queries
• Ensure service recovery actions are taken where required

Communication

• Deliver clear, professional communication across all channels
• Actively listen and interpret customer needs accurately
• Simplify complex banking processes for customers
• Provide timely updates to manage expectations
• Maintain detailed and accurate interaction records
• Guide and coach team members on communication best practices

Academic Knowledge: 

• Grade 12 (Matric) or equivalent qualification is required.
• A relevant tertiary qualification in Business Administration, Customer Service, Banking, or a related field will be advantageous.
• Any additional training or exposure to digital banking platforms or customer service environments will be advantageous.

Work Experience: 

• Minimum three years of customer service experience