Job Overview:

Engage current and potential customers via calls to provide support, ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large.

Responsibilities:

• Proactive sale of the bank’s products and services via the telephone 
• Meet predefined sales and cross – sell targets 
• Support Business and High net worth individuals, support various campaigns for retail and Business. 
• Carry out onboarding calls to assess level of service satisfaction and cross – sell opportunities 
• Build relationships, earn trust and buy – in from customers in order to get referral business and retain customer loyalty.
• Follow up on sales lead to ensure fulfilment
• Continuous customer service surveys to understand the customer’s perception of the bank’s service and identify areas that need improvement 
• Refer complaints received during tele sales calls to the service recovery team for follow up on resolution where same cannot be resolved immediately. 
• Keep log of all key issues raised by customers for proper analysis and escalation 
• Periodic reporting of customer survey 
• Daily sales reporting
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be thoroughly conversant with all the banks products to be better equipped to provide support to customers enquiries and complaints 
• Ensure that all customer interactions, transactions, comments, and complaints are appropriately logged.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.  
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication
• Ensure the highest level of service standards are maintained

Requirements

• Must have HND/B.Sc degree
• NYSC must have been completed
• Minimum of 6 months experience in similar role
• Conversant with major Telephony and CRM applications used across the industry.
• Ability to deal with diverse problems using facts, judgement and discretion to resolve them. 
• Have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients
• Ability to probe effectively for understanding. 
• Listening attentively to customers on every complaint. 
• Offer customers a solution or an alternative that best meets their needs. 
• Knowledge 
  • Knowledge of customer service practices and principles
  • An understanding of banking procedures and policies and Computer literacy 
  • High degree of intelligence, communication and analytical skills 
  • Knowledge of the Financial Advisory and Intermediary Services Act.