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
