About the Role

Standard Investment Bank is seeking a Call Centre Intern to join our dynamic team. As a Call Centre Intern, you will play a pivotal role in providing exemplary client service via telephone and email by addressing inquiries, resolving issues, and ensuring a positive customer experience.

Responsibilities:

Customer Interaction:

• Handle incoming calls from clients with professionalism, addressing inquiries, and providing accurate information regarding banking and investment products.
• Assist clients in navigating online platforms, processing transactions, and resolving account-related issues.

Operational Gap Analysis:

• Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
• Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.

Documentation and Reporting:

• Maintain detailed records of customer interactions, ensuring accuracy and compliance with investment banking regulations.
• Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.

Training and Development:

• Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
• Contribute insights to the development of training materials, focusing on addressing identified operational gaps.

Continuous Improvement:

• Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
• Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.

Core Competencies

The following Core competencies are the skills, knowledge and behaviours expected of an employee at Standard Investment Bank:

• Maximizing Resources – Builds and leverages infrastructure, knowledge and networks
• Empowerment – Empowers customers, employees, shareholders and society
• Care and Protection – Demonstrates care and protection to customers, employees, shareholders and society
• Communication Skills – Communicates proactively, clearly, timely, consistently, completely and professionally – in written and oral forms to both internal and customers
• Initiative & Confidence – Generates and shares new ideas that add value to SIB and looks at different ways to solve problems and address difficulties
• Teamwork – Contributes fully to team effort and plays an integral part in the smooth running of teams without necessarily taking the lead
• Sector Acumen – Has a good understanding of the sector environment and the impact their behaviour has on co-employees, service delivery to customers and SIB’s reputation
• Respect – Treats colleagues and customers in a manner which demonstrates integrity, honesty, fairness and value for other people’s time

• Handle incoming calls from clients with professionalism, addressing inquiries, and providing accurate information regarding banking and investment products.
• Assist clients in navigating online platforms, processing transactions, and resolving account-related issues.
• Conduct regular reviews of existing call centre systems and processes to identify potential operational gaps and inefficiencies.
• Collaborate with cross-functional teams to implement improvements and streamline procedures for enhanced customer service.
• Maintain detailed records of customer interactions, ensuring accuracy and compliance with investment banking regulations.
• Generate reports on operational performance, highlighting areas of improvement and presenting recommendations to management.
• Participate in training programs for call centre staff to ensure a consistent and high standard of customer service.
• Contribute insights to the development of training materials, focusing on addressing identified operational gaps.
• Stay informed about industry trends, regulatory changes, and emerging technologies to propose innovative solutions for enhancing call centre operations.
• Actively participate in team meetings to discuss challenges, share best practices, and contribute to a culture of continuous improvement.

• Communication Skills
• Initiative & Confidence
• Teamwork
• Sector Acumen
• Respect

• BA/BSc/HND