Customer Service Manager at Prospa Inc

Job Duties

• Manage the end to end error resolution process and ensure that there is adequate staffing to meet the current and projected workload.
• Manage employee work schedules including assignments, job rotation, training, vacations (paid time off), 
• Monitor claims and/or calls and/or emails to ensure policy adherence and regulatory compliance.
• Provide management reporting highlighting team performance and identification of process gaps.
• Manage sensitive and escalated customer complaints ensuring senior managers are briefed where appropriate.
• Prepare appropriate responses to complaints received directly from customers or through regulators or bank partners.
• Developing training programs and policies to help team members effectively attend to customers' issues.
• Analyzing data to determine which strategies are most effective in resolving customers’ issues over time
• Ensure that team members provide excellent, courteous and professional customer service when interacting with the customer.
• Identify the type of transaction, reason for dispute and submit the notice claim (when applicable).
• Gather data from internal and external systems to substantiate transactions and determine appropriate course of action.
• Provide feedback to management regarding opportunities to continuously improve our business (i.e. updates to policies and procedures, system upgrades, etc).
• Escalate to management in a timely manner any issues of concern.
• Set weekly and monthly targets and monitor the performance of team members.

Requirements for the role:

• Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
• Inspires others to achieve success
• An empathetic, inclusive and curious attitude
• Dynamic, proactive and energetic leadership style
• Proficient in Excel, Outlook, Word and Access
• Clear verbal and written communication skills
• Comfortable and skilled in inbound and outbound calls to customers and/or merchants
• Enjoy new challenges in a rapidly growing environment
• Must be well organized with keen attention to detail
• Strong analytical and conflict resolution skills
• Excellent time and people management skills, with the ability to prioritize and multi-task under pressure of deadlines
• Demonstrate effective problem solving skills
• May be asked to work overtime as necessary
• Excellent written and verbal communication skills, including presentation skills.
• Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level.
• Ambitious and target focused with a drive to succeed.
• Proven experience as the head of customer service in a financial institution
• Must be a Nigerian
• Required to work onsite

Preferred Experience:

• 5+years proven experience in customer service and 3+ years as a Customer sales manager in a financial institution or Fintech.
• Strong supervisory and leadership skills with a proven ability to motivate and manage a team.