Contact Center Advisor; Inclusive Desk

Contact Center Advisor; Inclusive Desk at NMB Bank – October 2026 Job Overview NMB Bank Plc is seekingone (1) Contact Center Advisor; Inclusive Deskon afixed-term contract of one year. The role will provide Contact Centre customer service across approved channels while also serving as a specialized support resource for customers withhearing impairment, including through sign language and accessible communication channels. Main Responsibilities Contact Centre Customer Support Provide customer support through calls and approved digital channels, including:EmailSocial mediaLive chatWhatsAppOther approved service platforms Email Social media Live chat WhatsApp Other approved service platforms Receive and respond to customer enquiries, requests and complaints in accordance with Contact Centre procedures and service standards. Assist customers with:Account enquiriesCard issuesMobileInternet bankingATM servicesAgency bankingFailed transactionsProduct informationGeneral banking services. Account enquiries Card issues Mobile Internet banking ATM services Agency banking Failed transactions Product information General banking services. Accurately record customer interactions, complaints and service requests in the approved CRM or case management system. Troubleshoot customer issues and provide first-level resolutions where possible. Escalate complex or unresolved issues to the appropriate internal teams and follow up until closure within agreed SLAs. Inclusive / Deaf & PWD Support Serve customers with hearing impairment throughsign language, video support, chat or other approved accessible channels. Provide specialized communication support to customers with disabilities where such assistance is not available at branch level. Guide branch teams on connecting customers to the centralizedDeaf/PWD Support Deskwhen specialized assistance is required. Maintain customer confidentiality, privacy and dignity, particularly where customers might otherwise depend on third parties for communication. Digital Banking & Customer Engagement Promote digital banking adoption by educating customers about:Digital banking benefitsProduct featuresSecurity awarenessSelf-service optionsSafe usage Digital banking benefits Product features Security awareness Self-service options Safe usage Support outbound customer engagement and follow-up activities. Participate in service recovery, customer retention, sales campaigns and customer education as assigned. Support sales leads, cross-selling and digital adoption initiatives where required. Reporting & Compliance Prepare daily, weekly or monthly reports on:Cases handledComplaintsEscalationsPWD/Deaf Desk usageRecurring customer issues Cases handled Complaints Escalations PWD/Deaf Desk usage Recurring customer issues Identify recurring issues and contribute to service improvements. Work on24/7 roster arrangements, including weekends and public holidays, where required. Comply with Financial Consumer Protection Regulations, Risk and Compliance requirements, Data Protection requirements, NMB values, Code of Conduct, policies and procedures. Knowledge and Skills Candidates should have: Good knowledge of Contact Centre operations. Understanding of customer service standards and complaint handling. Knowledge of banking products, services and digital channels. Ability to communicate professionally through calls, chat, email, social media and video channels. Ability to support customers with hearing impairment usingsign language or approved accessible communication methods. Customer service and call-handling skills. Service recovery and complaint management skills. Problem-solving and escalation follow-up skills. Ability to educate customers about banking products and services. Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption. Ability to document customer issues, prepare basic reports, identify trends and recommend service improvements. Qualifications and Experience Bachelor’s degree inBusiness Administration,, Finance, Accounting, Economicsor another related field. Professional certification or demonstrated capability in sign language is mandatory. Experience handling inbound and outbound calls, complaints and customer follow-up activities is an added advantage, particularly experience gained in banking or financial services. Position Details Job Title:Contact Center Advisor; Inclusive DeskNumber of Positions:1Contract:Fixed-term – 1 yearLocation:Head Office, TanzaniaJob Type:Full-timeOpening Date:01 October 2026Closing Date:15 October 2026 Equal Opportunity NMB Bank Plc states that it is an equal opportunity employer committed to creating a diverse environment and achieving a gender-balanced workforce. Female candidates and people living with disabilities are strongly encouraged to apply. NMB Bank does not charge any fee in connection with the application or recruitment process. Candidates who receive requests for payment should disregard them. How to Apply Interested and qualified candidates should submit their applications through the NMBcareers portal: CLICK HERE TO APPLY Application Deadline: 15 October 2026