Customer Experience Officer at Source Microfinance Bank

• Handle customer enquiries and complaints across all channels (phone, email, in-app, WhatsApp).
• Log customer issues promptly using the bank’s CRM.
• Follow up on open cases and ensure timely resolution within agreed SLAs.
• Escalate recurring issues to the CX Strategist or relevant departments for closure.  
• Provide clear, professional, and timely communication to customers.
• Support customer onboarding and assist users navigating Source Mobile and Internet Banking.
• Participate in customer education initiatives, FAQs, and proactive updates.  
• Assist customers with app login issues, transaction queries, and feature navigation.
• Document bugs or customer challenges and share reports with the CX Strategist.
• Monitor the customer experience on the app and identify improvement opportunities.  
• Track and categorize complaints to identify trends and root causes.
• Support post-interaction surveys, call-backs, and sentiment checks.
• Document insights that strengthen customer experience improvements.  
• Use CRM tools effectively to update customer profiles, track interactions, and maintain accurate records.
• Support preparation of weekly/monthly CX reports.  
• Suggest improvements to internal processes, documentation, and customer touchpoints.
• Participate in CX projects, campaigns, and service-improvement initiatives.

Requirements

• Minimum of 2 years as a Customer Experience, preferably in a financial service job role
• HND or BSC in related field
• Interpersonal and customer service skills to ensure positive interaction with customer
• Analytical and problem-solving skills to troubleshoot, diagnose problems and recommend effective solutions.
• Active Listening and Communication Skills.
• Time management skill.
• Technical skill and effective use of Microsoft office (Excel, PowerPoint Teams e.t.c)
• Experience in use of core bank application/solution is compulsory