Customer Experience/ Transaction Officer at Source Microfinance Bank

Job Description

• Analyze customer complaints and determine the best course of action to resolve them, escalate complex issues to management when necessary. 
• Issue payment receipts, offer letters and follow up on due and missed payments.
• Calls: incoming and outbound calls.
• Customer account creation, maintenance and update Customer database across products
• Collaborate with other departments, such as sales, marketing, IT support and product development, to communicate customer feedback and contribute to continuous improvement efforts.
• Monitor customer complaints and reach out to provide assistance
• Establish and maintain interpersonal relationships with Customers
• Generate timely reports to different stakeholders as required: utilize such reports to advise management in decision making.
• Analyze & report data to inform operational decisions or activities, basically to improve product offerings
• Prompt responses to customers’ requests & queries via mails, telephones etc
• Gather customer feedback and share with unit head and other departments

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