Customer Service Agent - After Hours Support

Job Mission / Objective

Provide professional, high-quality customer service telephonically, ensuring seamless support outside of standard

business hours. Assist customers with banking services, digital platforms, and urgent queries while consistently

delivering exceptional service that exceeds expectations and fosters customer loyalty.

Requirements

Customer Service Inbound

• Handle customer queries, complaints, and service requests in line with SLA requirements
• Provide telephonic and digital (email/chat) support to customers after hours
• Handling Customer Service Mailbox and respond to customers within the agreed SLA
• Provide customers with information about Bank products and services
• Deliver a high standard of customer experience aligned to CSAT, NPS, and FCR targets
• Accurately log all interactions, complaints, and requests on the Queue Management System
• Resolve customer issues at first contact where possible or escalate appropriately
• Provide guidelines to customers on how to Activate the Card on Internet Banking/App
• Provide customers with guidelines on how to reset the card pin on Internet Banking
• Attend to urgent requests for Stop Card
• Investigate Card errors and provide customers with feedback
• Logging issues regarding purchasing electricity and airtime on Internet Banking/App with our third party

Internet Banking/Banking App

• Provide support to customers on digital banking platforms, including the Mobile Banking App and Internet Banking.
• Guide customers through the registration process for Internet Banking and mobile applications.
• Assist customers with password resets, PIN changes, and account or transaction limit adjustments.
• Enable and support customers on Access More, ensuring a seamless digital banking experience.

Operations

• Process account holds on FlexCube in response to suspected fraudulent transactions, in line with internal controls and procedures.
• Monitor, identify, and promptly escalate system outages, fraud alerts, and high-risk incidents to the relevant teams.
• Guide clients through the onboarding process on the Access More App, including account opening and setup.

Call Centre Outbound

• Return customer calls promptly when requested
• Proactively call customers back to assist if a call is disconnected

Communication

• Deliver clear, professional, and customer-centric communication across all channels (phone, email, and digital platforms).
• Actively listen to customer queries to accurately understand needs and provide appropriate solutions.
• Explain banking products, processes, and digital solutions in a simple and easy-to-understand manner.
• Provide timely updates to customers on queries, incidents, and resolutions to manage expectations effectively.
• Maintain accurate and detailed records of all customer interactions to ensure proper follow-up and seamless handovers.

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 one year customer service experience

Skills / Specialized Know How

• Banking System Skills
• FICA knowledge
• Good interpersonal skills
• Stress tolerance,
• High energy levels

All appointments will be made in line with Access Bank’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals living with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.

Benefits

• Medical Aid
• Pension Fund
• Staff Rates