Inbound Officer at United Bank for Africa (UBA)

Reference #: CFCIO-HAUSA
Location: Victoria Island, Lagos
Contract Type: Permanent
Job Functions: Call Centre
Industries: Banking / Finance & Investment

Responsibilities    
One-stop shop for customers:

• Our prime responsibility is to answer inbound/branch calls and assist customers with their enquiries, request & complaints.
• To understand customer’s complaint/request and close as First Time Resolution (FTR) and escalate where necessary.
• To ensure customer satisfaction is achieved in every interaction recorded.

Deliver exceptional customer experience:

• To provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
• To utilize the information as much as possible in business opportunities and trends.
• To provide individualized customer service of high-standard professional level to each and every customer

Safeguarding customer’s funds:

• Attending to Blockcard requests and deactivating e-channels where customers have compromised their accounts.
• To prevent/minimize fraud across delivery channels as well as reduce the level of internal and occupational fraud.
• Proactively reviewing and monitoring of suspicious/fraudulent transactions reported by customers which is reported to FraudhelpDesk unit.

Voice of customers:

• To serve as a Voice of Customer to the Bank by identifying unusual trends affecting the customers.
• Ensuring both positive and negative feedback from customers is provided to the management for further review

Education

• First degree in any discipline.
• Masters’ Degree or a professional qualification will be an advantage

Experience:

• 0-1 year work experience
• Fresh graduate with passion for customer service

Skills:

• Language - Ability to communicate effectively in HAUSA
• Strong working knowledge of MS suite and the ability to multitask