NMB Bank Contact Centre Advisor Job 2026 – Dar es Salaam
NMB Bank Plc is hiring a Contact Centre Advisor in Dar es Salaam, Tanzania, to provide high-quality customer support across multiple service channels, including specialized support for customers with hearing impairment.
This is an excellent opportunity for qualified professionals with experience in customer service, banking, contact centre operations, complaint handling, and sign language support.
NMB Bank Contact Centre Advisor Job Details
- Employer: NMB Bank Plc
- Job Title: Contact Centre Advisor
- Location: Dar es Salaam, Tanzania
- Career Level: Middle Level
- Employment: 1 position
- Education: Bachelor's Degree
- Experience: 3–5 years
- Gender: All genders
- Job Opening Date: 1 October 2026
- Application Deadline: 15 October 2026
Job Responsibilities
The successful candidate will be responsible for:
- Providing customer support through calls, email, social media, live chat, WhatsApp and other approved channels.
- Supporting customers with hearing impairment through sign language, video, chat and accessible communication channels.
- Handling customer enquiries, complaints and service requests according to Contact Centre procedures.
- Assisting customers with account enquiries, cards, mobile banking, internet banking, ATMs, agency banking and failed transactions.
- Recording customer interactions and complaints accurately in the CRM or case management system.
- Troubleshooting customer issues and providing first-level solutions.
- Escalating complex issues to relevant departments and following up until resolution.
- Supporting branches when customers with disabilities require specialized communication assistance.
- Promoting digital banking, self-service options and safe digital banking practices.
- Supporting customer retention, service recovery, outbound campaigns and customer education.
- Protecting customer confidentiality, privacy and dignity.
- Preparing regular reports on customer cases, complaints, escalations and PWD/Deaf Support Desk usage.
- Working on a 24/7 Contact Centre roster, including weekends and public holidays when required.
- Complying with financial consumer protection, risk, compliance, data protection and NMB policies.
Qualifications and Experience
Applicants should have:
- A Bachelor's Degree in Business Administration, Banking, Finance, Accounting, Economics or a related field.
- 3–5 years of relevant professional experience, preferably in banking, financial services or Contact Centre operations.
- Professional certification or demonstrated capability in sign language, which is a mandatory requirement.
- Knowledge of Contact Centre operations and customer complaint management.
- Knowledge of banking products, services and digital banking channels.
- Strong communication, problem-solving and customer service skills.
- Ability to handle inbound and outbound calls, customer follow-ups and service recovery.
- Ability to document customer issues and prepare basic reports.
- Ability to support customers with special communication needs.
Key Skills
Relevant skills for the NMB Bank Contact Centre Advisor position include:
- Customer Service
- Contact Centre Operations
- Communication Skills
- Complaint Handling
- Problem Solving
- Collaboration
- Computer Skills
- Core Banking Systems
- Sign Language
- Digital Banking
- Customer Relationship Management
- Service Recovery
How to Apply for NMB Bank Jobs
Qualified candidates interested in the NMB Bank Contact Centre Advisor Job 2026 should submit their applications before the 15 October 2026 closing date through the official NMB Bank recruitment process.
NMB Bank Plc is an equal opportunity employer and encourages applications from women and people living with disabilities.
Important: NMB Bank Plc does not charge applicants any fee during the application or recruitment process. Applicants should disregard any request for payment of recruitment fees.