Customer Experience Officer at Fadac Resources

NOTE: Please do not apply if you have no experience in Bank/Financial Institution in a similar role. 

Our Client is a Leading Full-Service Commercial Bank. Due to expansion, they are currently in need of a CUSTOMER EXPERIENCE OFFICER.

Location: Lagos

Job Responsibilities:

• Assist in managing and monitoring the total customers’ experience bank-wide
• Assist in developing winning service initiatives that enhance the customer’s experience bank-wide like monthly publications, messages on birthdays & anniversaries, etc.
• Identify processes that inhibit excellent service delivery for improvement
• Coordinating work with other functional areas in the bank in order to enhance the customer’s experience
• Assist in managing the customers’ experience and internal processes simultaneously
• Complement the banks’ products and services by delivering a consistent, high-quality customer experience
• Provide regular & proactive communication with customers and inform them of regulatory changes and other internal changes, which affect the operation of their account using technology as well as other sources
• Communicate proactively with customers by informing them of regulatory changes and other internal changes, which affect the operation of their accounts.
• Delivering excellent service at all touch points thereby leading to increased revenue growth through customer satisfaction, loyalty, and referrals.
• Perform other duties as assigned by the Head, Customer Experience Management.

 Job Requirements:

• A good first degree in any discipline.
•  A relevant Master’s degree and professional qualification will be an added advantage.
• 2-3 years related experience in Total Quality Management/Customer Experience in a Bank/Financial Institution.
• Excellent customer relationship development/management and Database management.