Workforce Group – Our client in the Banking sector is currently headhunting for a suitable candidate to fill the position below:
Job Title: Service Measurement Analyst (Call Center Unit)
Location: Lagos
Job Summary
- The Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards.
- Collaborate with other teams in the Bank to implement service improvement initiatives.
Job Responsibilities
- Design and develop metrics that will support and drive the banks’ desired service culture
- Test and access customer complaint management processes across experience centers to make sure it aligns with a set standards.
- Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.
- Assist in obtaining and analyzing data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with the recommendation to appropriate teams for implementation.
- Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers.
- Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers.
- Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps.
- Assist in coordinating service training and workshops to up-skill experience centers.
Job Requirements
- First Degree in any discipline
- 28 years and below
- 2-4 years’ cognate experience
- ISO Certification will be added advantage
- Knowledge of Banking’s structures, policies, processes, and procedures
- Knowledge of Banking Operations
- Knowledge of customer service and service level monitoring
- Knowledge of all Company’s full range of products
- Knowledge of regulations governing the management of financial services
- Knowledge of the Code of Banking Practice
- Knowledge of what is effective service delivery
- Knowledge of Bank’s operating environment and business strategy
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Customer Services Representative
Location:
LagosJob Summary
- The Customer Services Rep will be responsible for the overall handling of customers’ complaints and needs in the experience Centers.
- Also, to provide assistance to customers through account opening and maintenance, information on the Banks products and services, as well as ensuring timely and exceptional service delivery in order to delight them.
Job Responsibilities and Duties
- Escalate all customer care issues to the Head of Customer Service/ Service Manager and follow through on corrective measures.
- Sell the Banks products and services to existing customers and intending prospects.
- Ensure a seamless flow of business transactions by communicating necessary information to the customers and bank departments as required.
- Disseminate basic technical knowledge of the products and services offered by the bank to internal and external customers.
- Open all account types in the bank for various customers and ensure all accounts have complete documentation.
- Treat customers request and instructions on their various accounts and ensure they are satisfied with services provided.
- Attend to customers’ complaints, request, instructions, enquiries etc.
- Arrange all documents and account opening packages appropriately.
- Request for transaction instruments e.g. cheque books, ATM cards etc. upon customers’ request.
- Handle account maintenance activities; balance enquiry, freezing/unfreezing of account, placing of lien, reactivation of dormant accounts.
- Initiate the set-up of standing order.
- Issue and activate all card products; VPAY, Debit Card, Netsafe, Master and Visa cards to eligible customers.
- Carry out all other bank services as delegated by the Head of Customer Service or Service Manager.
- Initiate and set up Alert, Online and Mobile Banking (FVTM & CFTM) services.
- Initiate linking / hot listing and blocking / unblocking of debit cards.
- Issue ID cards / thumb prints and ensures proper modification of customer account information on request.
- Send out / respond to external account reference enquiries, confirm status of internal account reference.
- Ensure timely rendering of reports and issuance of ad hoc statements of account to customers.
Job Requirements
- First Degree in any discipline
- B.Sc/HND with minimum of second class lower grade
- Experience in Banking operations for at least 1 – 2 years
- Not more than 28 years of age
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Quality Assurance Analyst (Call Center Unit)
Location: Lagos
Job Summary
- The Quality Assurance Analyst is to ensure the standardization and quality of contact center engagements to meet agreed internal standard and international best practice.
Job Responsibilities
- Ensure that set standards on call and email handling is met and calls are handled with excellence.
- Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring
- Daily monitoring and evaluation of agents’ activities on all Contact Centre channels (Emails, Telephone, Live chat etc.)
- Deliver a consistent approach to standardizing customer interactions.
- Train/coach agents to develop and imbibe excellent call handling skills.
- Develop standard scripts for calls.
- Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the bank.
- Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).
- Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.
Job Requirements
- First Degree in any discipline
- 28 years and below
- 1-3 years cognate experience
- Knowledge of Banking’s structures, policies, processes, and procedures
- Knowledge of Banking Operations
- Knowledge of customer service and service level monitoring
- Knowledge of all Company’s full range of products
- Knowledge of regulations governing the management of financial services
- Knowledge of the Code of Banking Practice
- Knowledge of what constitutes effective service delivery
- Knowledge of Bank’s operating environment and business strategy.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Customer Experience & Education Officer
Location: Lagos
Job Summary
- The Customer Experience & Education will be responsible for implementing customer education and engagement strategies to enhance the customer experience throughout the lifespan of the customer to yield growth in patronage and repeat business.
- The ideal candidate will also support and execute strategies that would enable the bank to successfully achieve the CBN financial inclusion mandate, significantly decrease tax liability and drive business.
Job Responsibilities
- Maintain and update financial literacy resources e.g. game application content, financial literacy library and other resource tool kits on the Bank’s touchpoints (website, social media platforms etc.) and various customer groups.
- Communicate new products/services, regulatory requirements & industry developments to existing and prospective customers
- Working with Strategic business units and other departments, design and implement product education and campaigns to cross-sell and up-sell our products and services
- Standardize and coordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS)
- Design and execute automated email/SMS messages targeted at the customer onboarding and reduction in the number of inactive and dormant accounts
- Develop & communicate strategies to create bank-wide awareness of the desired service culture.
Job Requirements
- First Degree in any discipline
- 28 years and below
- 1-3 years’ cognate experience
- Knowledge of Banking’s structures, policies, processes, and procedures
- Knowledge of Banking Operations
- Knowledge of customer service and service level monitoring
- Knowledge of all Company’s full range of products
- Knowledge of regulations governing the management of financial services
- Knowledge of the Code of Banking Practice
- Knowledge of what makes up effective service delivery
- Knowledge of Bank’s operating environment and business strategy
How to Apply
Interested and qualified candidates should:
Click here to apply online
Deadline: 30th May, 2019.
Note: Qualified candidates will be invited for an interview as soon as possible
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