Customer Service/Sales Executive at Tribest Coporate Support Ltd

Position Overview

The Customer Service & Sales Executive serves as the primary point of contact for clients of both the Microfinance Bank (MFB) and Asset Management (AM) divisions. Beyond handling inquiries and resolving issues, this role is critically responsible for proactively identifying cross-selling opportunities for the company’s financial products from their service desk. This position requires exceptional service skills, product knowledge, and a strong sales orientation.

Key Responsibilities

Customer Service and Relationship Management

• First Point of Contact: Serve as the professional, friendly face/voice of the organization, handling all customer inquiries, complaints, and requests via walk-in, phone, email, and designated digital channels.
• Issue Resolution: Log, track, and resolve customer issues related to MFB accounts (deposits, transfers, loan status) and Asset Management portfolios (statement requests, fund performance).
• Information Delivery: Provide accurate and comprehensive information regarding all bank and investment products, policies, procedures, and required documentation (e.g., KYC updates).
• Retention: Ensure a high level of client satisfaction to promote loyalty and retention for both the MFB and AM clients.

Cross-Selling and Sales Generation (Sales from the Seat)

• Opportunity Identification: Proactively listen for and identify client needs during service interactions. When a client calls about a large cash deposit, immediately transition to discussing an Asset Management product.
• Product Pitching: Effectively communicate the benefits and features of the company’s investment products (mutual funds, Treasury Bills, bespoke investment accounts) to suitable clients.
• Goal Achievement: Meet defined weekly and monthly targets for client referrals, opening of new accounts, and cross-selling successful product transitions from the service desk.
• Lead Qualification: Qualify warm leads generated from service inquiries and coordinate handoffs to the Business Development Executive team for closure on larger deals.

Operational Support and Compliance 

• Account Opening: Guide new clients through the account opening process for both savings/current accounts and investment mandates, ensuring all Know-Your-Customer (KYC) and anti-money laundering (AML) documentation is complete and accurate.
• Record Keeping: Maintain detailed, accurate records of all customer interactions, complaints, resolutions, and cross-selling attempts in the CRM system.
• Regulatory Adherence: Ensure all service and sales interactions comply with internal policies, as well as CBN and SEC regulations regarding customer communication and financial advisory.
• Feedback Loop: Document recurring customer issues and service gaps and communicate them to the relevant departmental heads (Operations, IT, and Product Development) to improve service quality.

Required Qualifications & Requirements

• Education: Bachelor’s degree or HND in Business Administration, Communication, Marketing, or a related field.
• Experience: Minimum 2-3 years of experience in a high-volume Customer Service role within the Banking, Microfinance, Asset Management, or Financial Services sector.
• Sales Orientation: Proven capability to meet and exceed internal cross-selling or sales targets is a strong advantage.
• Product Knowledge: Solid understanding of basic financial products, including loans, savings accounts, and investment instruments (e.g., mutual funds).
• Skills: Exceptional verbal communication, active listening, and conflict resolution skills. Proficient in using CRM software and Microsoft Office Suite.
• Attributes: Professional demeanor, high empathy, patience, and a strong commitment to maintaining confidentiality and integrity