Customer Experience/ Transaction Officer

∙  Analyze customer complaints and determine the best course of action to resolve them, escalate complex issues to management when necessary. 


∙ Issue payment receipts, offer letters and follow up on due and missed payments.


∙ Calls: incoming and outbound calls.


∙   Customer account creation, maintenance and update Customer database across products


∙ Collaborate with other departments, such as sales, marketing, IT support and product development, to communicate customer feedback and contribute to continuous improvement efforts.


∙   Monitor customer complaints and reach out to provide assistance


∙   Establish and maintain interpersonal relationships with Customers


∙ Generate timely reports to different stakeholders as required: utilize such reports to advise management in decision making.


∙ Analyze & report data to inform operational decisions or activities, basically to improve product offerings


∙ Prompt responses to customers’ requests & queries via mails, telephones etc


       . Gather customer feedback and share with unit head and other departments

Requirements

∙ Minimum of 2 years as a Customer Experience, preferably in a financial service job role


∙ HND or BSC in related field


∙ Interpersonal and customer service skills to ensure positive interaction with customer


∙ Analytical and problem-solving skills to troubleshoot, diagnose problems and recommend effective solutions.


∙ Active Listening and Communication Skills.


∙ Time management skill.


∙ Technical skill and effective use of Microsoft office (Excel, PowerPoint Teams e.t.c)


     . Experience in use of core bank application/solution is compulsory