Contact Center Assistant
NCBA Bank Uganda
Uganda
Full time
Administration
Posted: May 28, 2026
4 months ago
40 views
Job Description
Customer Care / Contact Centre Officer (Personal & Corporate Banking)
NCBA Bank Uganda
Job Type
- Full-time
- Customer Service / Banking Operations
- Contact Centre role
Duty Station
- Uganda (Bank Contact Centre – not specifically stated)
Job Purpose
To deliver excellent personal and corporate banking customer service by resolving inquiries, handling complaints, and providing first-level incident resolution while supporting sales and cross-selling of bank products.
Key Responsibilities
Financial Duties (20%)
- Respond to customer queries within required timelines
- Support achievement of sales and cross-selling targets
- Promote bank products and services to customers
- Ensure correct charges and commissions are applied
- Support product launches and marketing campaigns
- Provide feedback for product improvement
Customer Service (50%)
- Handle and resolve customer complaints and inquiries
- Provide accurate product and service information
- Support SLA development between departments
- Resolve ATM, debit, and credit card issues
- Manage social media campaign-related queries
- Handle urgent or crisis customer situations
- Track complaints and ensure timely resolution
- Prepare reports on recurring customer issues
Internal Business Processes (20%)
- Log all queries and complaints in CRM systems
- Ensure compliance with banking policies and regulations
- Protect customer and bank data confidentiality
- Support branches and service centers
- Conduct checks and support audits
- Share process knowledge with teams
Learning & Growth (10%)
- Participate in continuous training and e-learning
- Comply with leave policies
- Uphold NCBA Bank values
Requirements
Education
- University degree
Experience
- At least 1 year in:
- Contact Centre
- Retail banking
- Personal banking
- Or equivalent customer service role
Key Skills
- Strong communication skills
- Customer service and complaint handling
- Problem-solving ability
- Attention to detail
- Ability to work under pressure
- Basic banking product knowledge
- CRM system usage
Work Style
- Fast-paced environment
- Operational decision-making
- Quick response cycle (less than a week impact window)
Application
- Apply via the official NCBA Bank recruitment link provided in the advert
About Company
NCBA Bank Uganda
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Apply on External Website
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Job Overview
- Job Type: Full time
- Experience Level: Experienced
- Education Level: Bachelors
- Vacancies: 1
- Category: Administration
- Location: Uganda
- Application: External Website
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