Client Experience Executive at Moneyfield Microfinance Bank Limited

REPORT TO: HEAD, DIGITAL BANKING

JOB SUMMARY

Responsible for cultivating positive interactions and lasting relationships between a company and its customers, with a primary emphasis on enhancing the overall satisfaction and loyalty of the customer base.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Assess needs of customers and promote alternative products or services.
• Assist to resolve clients’ problems and issues.
• Handle enquiries from walk-ins, phones, and emails from policyholders.
• Provide prompt and excellent customer service to all clients.
• Take down clients’ complaints and escalate them to supervisor.
• Update and maintain clients’ records. 
• Advise new and existing Customers on all digital products and services.
• Any other responsibilities as may be assigned by the Head, Digital Banking.

QUALIFICATIONS, EXPERIENCE, SKILLS, AND COMPETENCIES

• Minimum of an HND/B.Sc. in any discipline. 
• 3 – 5 years of experience in customer service and client relationship management, preferably in the Banking industry. 
• Excellent written and verbal communication skills 
• Excellent teamwork skills 
• Ability to work with and manage large teams. 
• Empathetic and able to listen to customers’ enquiries. 
• Should be able to multitask.
• Excellent use of MS Office packages (Word, Excel, Outlook, etc.)
• Excellent relationship and people management skills.