Client Experience Officer at Resource Intermediaries Limited

Job Purpose

• To elevate and uphold exceptional service standards by resolving customer enquiries, service requests, and complaints within defined turnaround timelines.
• The Client Experience Officer acts as the first line of contact, delivering responsive, intelligent, and solutions-oriented support across multiple banking touchpoints.

Key Responsibilities
Client Engagement & Service Delivery:

• Serve as a primary liaison between clients and the institution for all inquiries, requests, and service-related needs.
• Acknowledge, document, and resolve client issues using CRM tools and escalate where necessary to relevant teams (KYC, Account Origination, etc.).

Operational Excellence:

• Ensure all client touchpoints reflect high professionalism, confidentiality, and compliance with internal standards.
• Reduce turnaround times, eliminate rework, and enhance first-time resolution rates.

Communication & Client Feedback:

• Provide proactive and transparent updates on service requests.
• Contribute to client experience analytics by logging accurate service data and flagging recurring pain points.

Quality Assurance & Risk Compliance:

• Maintain adherence to internal policies, regulatory standards, and operational risk frameworks.
• Identify automation and process improvement opportunities, advising management on efficiency enhancements.

Minimum Qualifications & Experience

• First Degree in Business Administration, Marketing, Finance or related field (Mandatory)
• 1–2 years in a client-facing role, preferably within banking, fintech, or a customer contact center.
• Proven experience handling service tickets, emails, or inbound calls.
• Meticulous attention to detail and a passion for high-quality service.
• Emotionally intelligent; maintains composure under pressure.
• Naturally collaborative with a growth mindset and drive for continuous improvement.
• Respectful of client confidentiality and institutional integrity.