Senior Customer Service Agent - After Hours Support

About this role

Job Mission / Objective
Provide professional, high-quality customer service telephonically, ensuring seamless support outside of standard business hours. Lead by example in assisting customers with banking services, digital platforms, and urgent queries while supporting team performance and delivering exceptional service that exceeds expectations and fosters customer loyalty.
Requirements
Customer Service Inbound
Handle complex customer queries, complaints, and escalations in line with SLA requirements
Provide telephonic and digital (email/chat) support to customers after hours
Manage and allocate queries within the Customer Service Mailbox to ensure SLA compliance
Provide customers with accurate information on bank products and services
Maintain high service standards aligned to CSAT, NPS, and FCR targets
Ensure accurate logging of all interactions and escalations on the system
Resolve customer issues at first contact or ensure effective escalation and follow-up
Support agents with difficult or escalated customer interactions
Assist customers with card-related services (activation, PIN reset, stop card, error resolution)
Coordinate with third parties on issues such as airtime/electricity purchases

Internet Banking/Banking App
Provide advanced support and approve on digital banking platforms (Mobile App, Internet Banking)
Guide customers through onboarding, registration, and activation processes
Assist with password resets, PIN changes, and transaction limit adjustments
Support and enable customers on Access More
Provide guidance and support to team members on digital queries

Operations
Approve account holds on FlexCube in line with controls and procedures
Monitor, identify, and escalate system outages and high-risk incidents
Act as escalation point for operational issues during after-hours shifts
Guide clients through onboarding on the Access More App
Ensure proper incident logging, tracking, and handover to relevant teams
Support quality assurance and adherence to operational standards

Call Centre Outbound
Ensure timely return of customer calls and follow-ups
Monitor and guide agents on call-back requirements and quality
Proactively follow up on unresolved or escalated queries
Ensure service recovery actions are taken where required

Communication
Deliver clear, professional communication across all channels
Actively listen and interpret customer needs accurately
Simplify complex banking processes for customers
Provide timely updates to manage expectations
Maintain detailed and accurate interaction records
Guide and coach team members on communication best practices

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 three years of 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