Fresh Jobs at Kuda Bank

Responsibilities

• Act as the first point of contact to Walk-in customers.
• Hears and resolves complaints from customers and other interested parties.
• Resolve customer issues within the scope of existing service levels
• Maintaining a positive, empathetic, and professional attitude toward customers always.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through the experience center.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Be very conversant with all the bank’s products to be better equipped to provide support to customers’ inquiries and complaints
• Ensure that all customer interactions, feedback, and complaints are appropriately logged for tracking.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Respond promptly and effectively to escalated disputes and communicate findings to customers.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships through open and interactive communication.
• Ensure the highest level of service standards are maintained.
• Effectively listen to, understand, and clarify the concerns and issues raised by customers.
• Able to evaluate and select among alternative courses of action quickly and accurately.
• Able to use calming interpersonal skills to solve conflict as necessary.
• Maintain a clean and professional work environment at all times.
• Responsible for providing prompt yet personal service at all times.

Key Performance Indicators (KPI)

• Achieve a 95% first contact resolution
• Meet defined turnaround time for each category of complaint.
• Ensure high Telemarketing Conversion rate
• Consistent Call Quality
• Process Adherence
• Meet 100% sales target
• Achieve a 95% quality assurance score

Requirements

• HND/B.Sc
• Minimum of 0-2 years’ experience in a similar role
• Conversant with major Telephony and CRM applications used across the industry.
• Ability to deal with diverse problems using facts, judgment, and discretion to resolve them.
• Have an instinct for anticipating and handling problems, crafting solutions, and communicating them to clients
• Ability to probe effectively for understanding.
• Listening attentively to customers on every complaint.
• Offer customers a solution or an alternative that best meets their needs.
• Ability to use calming interpersonal skills to solve conflict as necessary.
• Uses oral communication to listen and get clarification and responds to all requests in the best tone.
• Great Interpersonal communication skills.
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• A high degree of intelligence, communication, and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act

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Role and Responsibilities

• Write clear, attractive copy with a distinct voice
• Interpret copywriting briefs to understand project requirements
• Collaborate with designers, PR and other professionals on large- and small-scale marketing projects (e.g. email campaigns and landing pages)
• Conduct high-quality research and interviews
• Edit and proofread copy as needed
• Use SEO principles to maximize copy’s reach

Requirements

• 5 years experience as a copywriter or related role
• Knowledge of online content strategy and creation
• Excellent writing, editing and proofreading skills
• Experience with SEO
• Strong research skills
• Collaborative spirit
• Excellent time-management and organizational skills

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Responsibilities

• Manage multiple delinquent accounts for debt collection efforts.
• Keep track of assigned accounts to identify outstanding debts.
• Plan a course of action to recover outstanding payments.
• Negotiate payoff deadlines or payment plans( restructured inline with agreements) .
• Handle questions or complaints.
• Investigate and resolve discrepancies in payments or accounts.
• Prepare and send dunning letters to delinquent clients at regular intervals and keep track of their payments.
• Prepare daily, weekly and monthly reports on all calls, enquiries and recoveries.

Measures of Success

• Collection rate
• Conversion rate
• Customer Satisfaction Index
• NPS
• # of Cost Saving Initiatives Implemented
• % Training Evaluation

Requirements

• OND/HND/BSc in Finance, Accounting, or a related field of study.
• Proficiency in the use of Microsoft office
• Critical thinking and problem solving skills
• A minimum of 3-5 year experience
• Good report writing and communication skills
• Customer service skills
• Good analytical skills
• Knowledge of relevant legal requirements
• Speaking and listening skills
• Negotiation and conflict resolution skills