Client Experience Executive at The Concept Group

JOB DESCRIPTION

Gathering of all incoming enquires received through the 7 enquiry channels (Social media, Walk-in, LMS, Live-chat, Phonecalls, Whatsapp and emails) are recorded in the Google sheet shared and categorized into various categories.

Asset Creation Department:

• All Loan enquiries are classified as either ‘Qualified’ or ‘Disqualified’
• All Qualified Leads are forwarded via email to the Asset creation team, daily, for follow-up and account consummation.
• All ‘Disqualified Leads are forwarded to Client Experience Supervisor for distribution among the telesales team.
• Client Experience Executive 1-4 are all responsible for following-up with the Asset Creation and Treasury Department Managers to ensure that all leads forwarded are followed up with promptly.

Treasury Department:

• All enquiries on Treasury are classified as ‘Not Applicable’
• All Leads classified as ‘Not Applicable’ are forwarded to the Treasury department via Google sheet shared and via email for account consummation.
• Client Experience Executive 1-4 are all responsible for following-up with the Asset Creation and Treasury Department Managers to ensure that all leads forwarded are followed up with promptly.

Communications Department:

• Stay abreast of all Campaigns Communications Department put out for new products, incentives, promos etc. so as to be prepared for inflows of enquiries as regards these campaigns.
• Give weekly feedbacks to Communication Department on campaigns and adverts rolled out based on customer’s response.
• Give weekly feedbacks on referral channels for enquiries to aid Communication Department in determining which channels are more effective for campaigns and adverts.

Qualifications and Skills

• A University Graduate with a minimum of a Second Class Degree or its equivalent, excellent communication, analytical and computer skills/computer literacy
• Highly customer focused with high level of interpersonal and communication skills – listening, writing, negotiating and training
• Quality focused proactive leader able to effectively communicate ideas to colleagues at all levels
• Knowledge of business processing, management information systems and company technology.
• Good knowledge of core banking products, markets and main competitors.
• Logical with an accurate eye for detail
• Proactive, flexible and a resilient team player
• Practical working knowledge of company, industry and banking guidelines and regulations