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  • Posted: Apr 26, 2022
    Deadline: Not specified
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  • Stanbic IBTC Holdings PLC is a full service financial services group with a clear focus on three main business pillars - Corporate and Investment Banking, Personal and Business Banking and Wealth Management. Stanbic IBTC Bank legally became part of Standard Bank Group 24th August 2007. The Standard Bank Group merged its Nigerian operations, Stanbic Bank Nig...
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    Contact Centre Officer (Yoruba / Igbo / Hausa)

    Job ID: 64304
    Location: Lagos Island, Lagos
    Job Type: Full-Time Regular
    Career Area: Consumer & High Net Worth

    Job Purpose

    • Agents are to ensure customer satisfaction and retention (customer loyalty) in their day-to-day activity as well as provide channels to improve on the current processes to enhance world-class service delivery to clients. Also to act as the first contact person for all clients’ enquiries.

    Key Responsibilities

    • Contact clients and provide pension  service information via outgoing calls
    • Make daily outbound calls as well as assist customers who have enquiries.
    • Maintain warm, cheerful and professional responses to clients' enquiries.
    •  Follow up calls of clients with peculiar enquiries and requests as well as liaising with other departments regarding clients’ issues.
    • Achieve customer loyalty and retention.
    • Continuous feedback surveys to understand the client’s perception of SIPML’s service and identify areas that need improvement.
    • Telemarketing of SIPML products and services via customer loyalty campaigns
    • Provide prompt resolution of requests on Remedy Helpdesk
    • Achieve100% treatment of Calls and SMS requests on Remedy Helpdesk within service level agreement.
    • Achieve zero error rate in Remedy Helpdesk resolutions and 100% reconciliation of all requests on Remedy.
    • Ensure Zero Calls/SMS SLA breaches on Remedy Helpdesk
    • Process all Transactional Notification Service (TNS) for clients
    • Achieve ≥95% monthly SMS delivery rate.
    • Ensure 100% reconciliation of all call/SMS logged requests on Remedy.
    • Achieve zero Calls/SMS SLA breaches on Remedy Helpdesk
    • Document all call information on NAV Notes Management
    • Ensure interactions are captured on NAV for all outgoing Calls as well as SMS.
    • Agents must ensure a 100% tagging of client’s interaction for SIPML clients.
    • Providing reports on telephone interactions with clients
    • Accurate and Timely collation and submission of weekly, monthly and yearly error-free reports assigned to agents.
    • Displaying Professionalism/Product knowledge when interacting clients
    • Deal with Clients in a Proficient and Professional Capacity, displaying a profound understanding of their enquiries while showing compassion and a pleasant personality.

    Qualifications

    • Minimum of a First Degree (BSC, B.A)
    • Minimum of two (2) Nigerian Languages (Igbo/Yoruba/Hausa)
    • Good analytical/numerical/communication and telephone skills, Excellent command of the English Language, Excellent use of MS Office applications, Minimum of two (2) Nigerian Languages, Customer Service roles and responding to Client Enquiries.

    go to method of application »

    Client Service Officer - SIPML (Cross River)

    Job ID: 64314
    Location: Calabar, Cross River
    Job Sector: Financial Services
    Work Arrangement: Fully Office Based

    Job Purpose

    • Responsible for attending to walk-in clients in an efficient, effective and courteous manner to achieve customer satisfaction, repeat patronage and referrals.
    • He/she is expected to maintain a high level of integrity and ethical standards. >> Responsibility includes ensuring prompt registration of new clients in a timely and error free manner, data recapture for clients’ record update and resolution of benefits application issues booked (including handling of confirmation letters to employers)
    • Must have the adequate knowledge to attend to any form of client enquiries, pension payment applications and complaints at their locations and promptly escalate Material Difficult and Unusual (MDU) situations/ transactions to the relevant Head Branch Operations (HBO) and where necessary, engage the Regional Head Branch Operations (RHBO).
    • Stands as a useful medium of feedback to management because of the sensitive nature of regular interface with clients
    • Expected to proactively and reactively sell our products

    Key Responsibilities / Accountabilities
    Quality Service Delivery:

    • Ensuring that walk in clients (including PenResolve [BOS] channel) are promptly attended to with the accurate/ correct information at first engagement (avoiding inconveniences of repeat visits) whilst confirming that details are only provided to the actual owners of the RSA (based on Biometric confirmation – Image and signature as well as security questions).
    • Must actively be up to date on information relevant to our products and services provided to clients when they visit.
    • Collection of properly filled RSA forms / DRE forms/ benefit application documents from clients and ensuring timely processing and diligent handling of the documents. NB: Relevant transaction documents are expected to be saved in the designated shared folder on H for prompt processing by relevant partner units.
    • Take ownership of all transaction requests processed by self and seeing to prompt resolution of same by relevant parties
    • Ensure supervision of assigned PBB enquiry officer and providing adequate support for excellent service delivery to our clients
    • Ensure client’s contact details are reconfirmed (and updated on the system where applicable) at every visit/ interaction
    • Ensure timely processing of all change requests received from clients. Logging and follow[1]through for execution within 24hrs. The executed instruction must also be saved in the relevant shared folder for ease of reference
    • Ensure that all interactions (no matter how trivial) are logged on NAV CRM/BMS promptly in clear concise terms and under the appropriate category
    • Ensure SMS or call request is made to Contact Centre to provide update to clients upon resolution of complaints logged at the Branch by the client
    • Ensure proper record keeping of all documents received and processed daily – Filing and forwarding the hardcopies to the regional offices for onward delivery to the archives.
    • Ensure prompt responses to enquiries from partner units
    • Always maintaining a clean desk policy and upholding our service creed of “before the sunset”

    Processing of Clients Benefits Applications:

    • Ensure on-the-spot review and booking of issues against benefits applications received before client leaves the service desk (where clarification need to be sought from Contributions and Collections or RM, send mail instantly copying branch mailbox) 
    • Review all pending benefits applications processed on a daily basis and ensure timely resolution of any outstanding issues for the applications to be filed promptly
    • Escalate any challenge to the relevant HOU of partner units (including logging of SLA breach e.g. coy reply delay by Fedex) looping the HBO as well as Regional HBO for prompt intervention
    • For benefits applications that are good to go, ensure to log on sharepoint and move application document from internal folder to external folder without delay for Reporting team to deal
    • Ensure applications are moved to the appropriate stage on NAV upon daily review without delay
    • Ensure notification (log sms request) is sent to customers for update on benefits application status

    Compliance with Regulations / Policies and Resolution of all Complaints Received:

    • Initiate steps to resolve problems affecting customer service in a timely manner either within the team or with responsible partner units and ensuring immediate escalation of issues that are Material, Difficult & Unusual to the Head, Branch Operations (HBO) and where applicable to the Regional HBO (RHBO) as they occur
    • Ensure operational activities are carried out in compliance with established regulations, policies, procedures, processes and Service Level Agreements (SLAs) guiding such operations

    Employee Engagement:

    • Ensure active participation in daily connect session
    • Take ownership of personal development and ensure achievement of learning objectives
    • Take advantage of different platforms provided to employees for obtaining support/ guidance and providing feedback through surveys and workshops

    To Ensure Timely Rendition of Reporting and Other Adhoc Responsibilities:

    • Ensure all assigned reports are handled for submission within timeline
    • Provide feedback on all enquiries from partner units within 24hrs (and engage appropriately where extended time is required)
    • Handle any other ad hoc tasks assigned by manager as appropriate.

    Value-add Engagement with Clients:

    • Identify sales opportunities and sell products/services reactively
    • Intimate clients of any ongoing business campaigns either in terms of general awareness or promo/reward offers.

    Prompt Processing of Registration and Data Recapture Requests whilst Ensuring Integrity of Our Database without any Errors:

    • Process both client and employer registration requests received at the Branch promptly with high level of due diligence.
    • Process all data recapture requests at the branch for timely update on ECRS
    • Ensure proper record keeping of all RSA/Micro Pension/DRE forms processed and forward to Admin for archiving within stipulated timeline.

    Minimum Qualification and Experience

    • First Degree in General Social Science
    • Any other qualification relating to the industry may be an added advantage

    go to method of application »

    Client Service Officer - SIPML (Akwa Ibom)

    Job ID: 64325
    Location: Uyo, Akwa Ibom
    Job Sector: Financial Services
    Work Arrangement: Fully Office Based

    Job Purpose

    • Responsible for attending to walk-in clients in an efficient, effective and courteous manner to achieve customer satisfaction, repeat patronage and referrals.
    • He/she is expected to maintain a high level of integrity and ethical standards. >> Responsibility includes ensuring prompt registration of new clients in a timely and error free manner, data recapture for clients’ record update and resolution of benefits application issues booked (including handling of confirmation letters to employers)
    • Must have the adequate knowledge to attend to any form of client enquiries, pension payment applications and complaints at their locations and promptly escalate Material Difficult and Unusual (MDU) situations/ transactions to the relevant Head Branch Operations (HBO) and where necessary, engage the Regional Head Branch Operations (RHBO).
    • Stands as a useful medium of feedback to management because of the sensitive nature of regular interface with clients
    • Expected to proactively and reactively sell our products

    Key Responsibilities / Accountabilities
    Quality Service Delivery:

    • Ensuring that walk in clients (including PenResolve [BOS] channel) are promptly attended to with the accurate/ correct information at first engagement (avoiding inconveniences of repeat visits) whilst confirming that details are only provided to the actual owners of the RSA (based on Biometric confirmation – Image and signature as well as security questions).
    • Must actively be up to date on information relevant to our products and services provided to clients when they visit.
    • Collection of properly filled RSA forms / DRE forms/ benefit application documents from clients and ensuring timely processing and diligent handling of the documents. NB: Relevant transaction documents are expected to be saved in the designated shared folder on H for prompt processing by relevant partner units.
    • Take ownership of all transaction requests processed by self and seeing to prompt resolution of same by relevant parties
    • Ensure supervision of assigned PBB enquiry officer and providing adequate support for excellent service delivery to our clients
    • Ensure client’s contact details are reconfirmed (and updated on the system where applicable) at every visit/ interaction
    • Ensure timely processing of all change requests received from clients. Logging and follow[1]through for execution within 24hrs. The executed instruction must also be saved in the relevant shared folder for ease of reference
    • Ensure that all interactions (no matter how trivial) are logged on NAV CRM/BMS promptly in clear concise terms and under the appropriate category
    • Ensure SMS or call request is made to Contact Centre to provide update to clients upon resolution of complaints logged at the Branch by the client
    • Ensure proper record keeping of all documents received and processed daily – Filing and forwarding the hardcopies to the regional offices for onward delivery to the archives.
    • Ensure prompt responses to enquiries from partner units
    • Always maintaining a clean desk policy and upholding our service creed of “before the sunset”

    Processing of Clients Benefits Applications:

    • Ensure on-the-spot review and booking of issues against benefits applications received before client leaves the service desk (where clarification need to be sought from Contributions and Collections or RM, send mail instantly copying branch mailbox) 
    • Review all pending benefits applications processed on a daily basis and ensure timely resolution of any outstanding issues for the applications to be filed promptly
    • Escalate any challenge to the relevant HOU of partner units (including logging of SLA breach e.g. coy reply delay by Fedex) looping the HBO as well as Regional HBO for prompt intervention
    • For benefits applications that are good to go, ensure to log on sharepoint and move application document from internal folder to external folder without delay for Reporting team to deal
    • Ensure applications are moved to the appropriate stage on NAV upon daily review without delay
    • Ensure notification (log sms request) is sent to customers for update on benefits application status

    Compliance with Regulations / Policies and Resolution of all Complaints Received:

    • Initiate steps to resolve problems affecting customer service in a timely manner either within the team or with responsible partner units and ensuring immediate escalation of issues that are Material, Difficult & Unusual to the Head, Branch Operations (HBO) and where applicable to the Regional HBO (RHBO) as they occur
    • Ensure operational activities are carried out in compliance with established regulations, policies, procedures, processes and Service Level Agreements (SLAs) guiding such operations

    Employee Engagement:

    • Ensure active participation in daily connect session
    • Take ownership of personal development and ensure achievement of learning objectives
    • Take advantage of different platforms provided to employees for obtaining support/ guidance and providing feedback through surveys and workshops

    To Ensure Timely Rendition of Reporting and Other Adhoc Responsibilities:

    • Ensure all assigned reports are handled for submission within timeline
    • Provide feedback on all enquiries from partner units within 24hrs (and engage appropriately where extended time is required)
    • Handle any other ad hoc tasks assigned by manager as appropriate.

    Value-add Engagement with Clients:

    • Identify sales opportunities and sell products/services reactively
    • Intimate clients of any ongoing business campaigns either in terms of general awareness or promo/reward offers.

    Prompt Processing of Registration and Data Recapture Requests whilst Ensuring Integrity of Our Database without any Errors:

    • Process both client and employer registration requests received at the Branch promptly with high level of due diligence.
    • Process all data recapture requests at the branch for timely update on ECRS
    • Ensure proper record keeping of all RSA/Micro Pension/DRE forms processed and forward to Admin for archiving within stipulated timeline.

    Minimum Qualification and Experience

    • First Degree in General Social Science
    • Any other qualification relating to the industry may be an added advantage

    Method of Application

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