Contact Center Advisor; Inclusive Desk at NMB Bank – October 2026

Job Overview

NMB Bank Plc is seeking one (1) Contact Center Advisor; Inclusive Desk on a fixed-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 with hearing 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:
  • 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 enquiries
  • Card issues
  • Mobile banking
  • 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 through sign 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 centralized Deaf/PWD Support Desk when 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 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 handled
  • Complaints
  • Escalations
  • PWD/Deaf Desk usage
  • Recurring customer issues
• Identify recurring issues and contribute to service improvements.
• Work on 24/7 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 using sign 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 in Business Administration, Banking, Finance, Accounting, Economics or 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 Desk
Number of Positions: 1
Contract: Fixed-term – 1 year
Location: Head Office, Tanzania
Job Type: Full-time
Opening Date: 01 October 2026
Closing 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 NMB Bank careers portal:

CLICK HERE TO APPLY

Application Deadline: 15 October 2026