Job Summary
Responsible for providing efficient and effective customer service to all customers: – internal and external, with the utmost level of consistency and quality.
Key Responsibilities
Delivering personalized service to customers on various products and services on investments in an effective and efficient manner at the various stages of onboarding and client servicing.
Understand customers’ needs and provide appropriate solutions and attention.
Prompt service delivery at the customer service front office desk.
Ensures that customer queries in the branch / head-quarters are handled promptly.
Ensure consistent standards and uniformity in service delivery in the branch as per the standards set by the organization are maintained.
Consistently deliver quality service to our customers to achieve total customer satisfaction
To answer incoming calls as well as emails and respond to their queries.
Management of customer complaints & complements
Solicit customers’ feedback and identify problem trends for improvement actions.
Execution of all outbound client communication such as research notes, welcome email and SMS notes, failed DDIs and any other ad hoc communication
Dissemination of relevant information to the Sales team, Tied Life Agents and Independent Financial Advisors
Servicing of all businesses that originate from all the digital platforms (Onboarding & servicing platforms including but not limited to DigiTrust Micro-site, Self-service Portal, USSD and WhatsApp Chatbot).
Responding to queries received from the various digital platforms.
Responding and resolving to tickets raised by the Contact Centre team. Ensure all transaction forms are correctly filled according to all KYC requirements.
Ensuring that all applications via digital platforms are well captured in the core system and reaching out to prospects who that did not complete the registration process.
Maintain client databases for future communications.
Ensuring that client’s instructions received are executed on time. These include but not limited to account set up, account editing and redemption call backs
Receiving and verifying client instructions for change of information.
Ensures compliance with the set guidelines, policies and procedures set in the organization are followed. These include continuous management of complaints records and reporting.
Management of clients and agency databases.
Data clean up.
Providing customer service reports.
Effective support of the retail team.
Requirements
Bachelors’ degree in Business, preferably in Marketing, Public relations or Finance from an accredited University.
Any professional certificate.
Minimum of 2 years’ experience in customer service and/or related fields.
Proficiency in Microsoft Office Suite. Competencies required for this Role
Good communication skills that reflect a professional image of the financial services in order to cultivate and develop a long-term relationship with clients.
Listening – Encourages and seeks to understand other viewpoints and perspectives. Is receptive to constructive critique, feedback and ideas from customers, colleagues, subordinates and superiors
Should be able to work closely as a team member with colleagues.
Quick thinker – can think on their feet.
Resilient – emotionally restrained, rarely upset by criticism.
Takes the initiative within the freedom to act.
Optimistic – able to keep spirits up despite setbacks.
Innovative – generates ideas, shows ingenuity, and thinks up solutions.
Achievement/ results orientated
Apply via :
selfserviceuat.zohorecruit.com