Responsibilities

• Overall supervision of all daily operations to ensure adequate staffing for effectiveness and efficiency at all times.
• Drive excellent customer service delivery to ensure that all customer complaints or related issues are addressed promptly.
• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.
• Ensure that you and the customer service team members provide excellent, courteous and professional customer service when interacting with the customer.
• Escalate to in a timely manner any issues of concern.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Keep accurate records and document customer service actions and discussions.
• Achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.
• Hold daily stand ups with your team.

Requirements

• A minimum of B .Sc in related field
• Microsoft Office suite proficiency
• Experience in working with different CRM tools
• Dynamic, proactive and energetic leadership style
• Clear verbal and written communication skills
• Must be well organized with keen attention to detail.
• Strong analytical and conflict resolution skills
• Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines.

Ideal Candidate:

• Should have 5+years proven experience in customer service and 3+ years as a Customer Service manager in a financial institution or Fintech.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.
• Must have the ability to manage a high pressured, fast paced environment and overseeing the day to day customers service team.
• Must have knowledge and comply with all applicable financial regulations.