# Contact Centre Officer Job Prime Bank Canonical URL: https://primejobalerts.com/jobs/contact-centre-officer-job-prime-bank Company: Prime Bank Category: Banking & Financial Services Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-10-16 Expires: 2026-11-30 ## Job Description Customer Service Jobs, Prime Bank Jobs. Responsible for handling customer inquiries through phone, email, resolving complaints, providing banking information, updating customer records, and escalating complex issues. Requires a Diploma or Bachelor’s Degree in Business, Banking, Customer Service, or a related field, with at least 1–2 years of contact centre or customer service experience. This is a full-time, on-site position based in Nairobi. ### Job purpose To deliver efficient, compliant and high-quality customer service across inbound and outbound calls, digital and social media channels, and back-office processes, while supporting customer satisfaction, retention, business growth and continuous service improvement. ### Key Responsibilities - Handle incoming calls, emails, chats, social media messages and other customer inquiries professionally; provide accurate information on banking products, services, accounts and procedures. - Make outbound calls for customer follow-ups, surveys, service campaigns, lead generation, product promotion, customer retention and payment reminders or collections where applicable. - Resolve customer complaints and service requests within agreed service levels, escalating complex or unresolved matters to the appropriate teams. - Support account maintenance, customer requests, digital banking assistance and other assigned back-office processing, ensuring accuracy and timely turnaround. - Identify appropriate cross-selling opportunities and contribute to customer engagement, sales, service and productivity targets. - Verify customer identity where required, maintain confidentiality, protect customer data and comply with KYC requirements, banking regulations and internal policies. - Record customer interactions, actions and outcomes accurately in CRM and other systems; maintain complete and up-to-date customer records. - Monitor customer feedback and social media mentions, moderate online interactions and represent the Bank professionally across digital channels. - Monitor and evaluate calls and other customer interactions against quality standards and scorecards; provide constructive feedback, identify training needs and support calibration and quality improvement initiatives. - Work collaboratively with the Contact Centre Manager, colleagues and relevant teams to resolve customer issues and improve service delivery. Qualifications - Bachelor’s Degree in Business Administration, Banking, Customer Service, Communications, Marketing, Quality Management or a related field. - Relevant experience in customer service, contact centre operations, back-office banking, digital customer engagement, sales, collections or quality assurance. Typically 1–3 years for agent-focused duties;  - Knowledge of banking products, customer service standards, contact centre operations, digital channels, customer confidentiality, data protection, KYC and regulatory requirements. - Proficiency in Microsoft Office, CRM/contact centre systems, reporting tools and relevant digital or social media platforms. Skills & Competencies - Strong written and verbal communication, listening and customer relationship skills. - Problem-solving, complaint handling, negotiation and persuasion skills. - Attention to detail, accuracy, analytical ability and report writing. - Digital literacy and ability to use CRM, contact centre and social media tools. - Time management, multitasking, resilience and ability to work under pressure and meet targets. - Professionalism, integrity, confidentiality and commitment to service quality and continuous improvement. ### How to Apply Submit your CV, together with a Cover Letter (maximum one page), to jobs@primebank.co.ke ## Requirements Apply by email: jobs@primebank.co.ke ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.