Virtual Banker, Africa China Banking (ACB)

Stanbic Bank Tanzania is seeking a Virtual Banker to resolve customer complaints and complex queries for Africa China Banking clients, ensuring a consistent and positive brand experience.

* Resolve customer complaints and complex queries efficiently

* Adhere to complaint management and dispute resolution processes

* Minimize reputational risk and customer attrition

* Apply banking processes and procedures to support client needs

* Actively listen and address client concerns while providing accurate solutions

* B.Sc in Social Science or related field (Master’s or professional certifications are a plus)

* Mandarin speaking

* 1–3 years of experience in operations, channels, call centers, helpdesk, service support, or project implementation and management

* Experience in telecommunications support

* Understanding of Stanbic IBTC’s products and services

* Knowledge of credit procedures, policies, and standards

* Proficient in Microsoft Word, Excel, and PowerPoint

* *Behavioral:* Adopting practical approaches, articulating information, challenging ideas, convincing people, exploring possibilities

* *Technical:* Banking processes and procedures, customer understanding (consumer banking), product knowledge (consumer banking), active listening, query resolution

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