Job Opportunities at Workforce Group

Our client in the Banking Sector is currently headhunting for a suitable candidate to fill the position below:

Job Summary: The Customer Analyst & Business Support will be responsible for implementing customer education and engagement strategies to enhance customer experience throughout the lifespan of the customer to yield growth in patronage and repeat business.
The ideal candidate will also support and execute strategies that would enable the bank to successfully achieve the CBN financial inclusion mandate, significantly decrease tax liability and drive business.

Job Responsibilities and Duties

• Maintain and update financial literacy resources e.g. game application content, financial literacy library and other resource toolkits on the Bank’s touchpoints (website, social media platforms etc.) and various customer groups.
• Communicate new products/services, regulatory requirements & industry developments to existing and prospective customers
• Working with Strategic business units and other departments to design and implement product education and campaigns to cross-sell and up-sell our products and services
• Standardize and coordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS)
• Design and execute automated email/SMS messages targeted at customer onboarding and reduction in the number of inactive and dormant accounts
• Develop & communicate strategies to create bank-wide awareness of the desired service culture.

Job Requirement:

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 2-3 years’ cognate experience
• Knowledge of Banking’s structures, policies, processes, and procedures
• Knowledge of Banking Operations
• Knowledge of customer service and service level monitoring
• Knowledge of  all Company’s full range of products
• Knowledge of regulations governing the management of financial services
• Knowledge of the Code of Banking Practice
• Knowledge of what constitutes effective service delivery
• Knowledge of the Bank’s operating environment and business strategy

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Job Summary: The Quality Assurance Analyst is to ensure the standardization and quality of contact center engagements to meet the agreed internal standard and international best practice.

Job Responsibilities and Duties

• Ensure that set standards on call and email handling are met and calls are handled with excellence.
• Monitor all incoming/outgoing calls and provide regular feedback for training, coaching & mentoring
• Daily monitoring and evaluation of agents’ activities on all Contact Centre channels (Emails, Telephone, Live chat etc.)
• Deliver a consistent approach to standardizing customer interactions.
• Train/coach agents to develop and imbibe excellent call handling skills.
• Develop standard scripts for calls.
• Plan and foresee potential business and operational risks. Initiate plans and actions to mitigate/protect the bank.
• Standardize and Co-ordinate outbound communication campaigns across all touch points by utilizing various methods (Personalized letters, email, SMS).

Prepare and submit bi-weekly and monthly call quality assessment reports for all agents.

Job Requirement:

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 1-3 years’ cognate experience
• Knowledge of Banking’s structures, policies, processes, and procedures
• Knowledge of Banking Operations
• Knowledge of customer service and service level monitoring
• Knowledge of  all Company’s full range of products
• Knowledge of regulations governing the management of financial services
• Knowledge of the Code of Banking Practice
• Knowledge of what constitutes effective service delivery
• Knowledge of the Bank’s operating environment and business strategy

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Job Summary: The Service Measurement Analyst will be responsible for creating and executing service measurement parameters across all touch-points in line with established procedures and quality control standards. Collaborate with other teams in the Bank to implement service improvement initiatives.

Job Responsibilities and Duties

• Design and develop metrics that will support and drive the banks’ desired service culture 
• Test and assess customer complaint management processes across experience centers to ensure it aligns with set standards.
• Measure/Monitor all customer touch points and recommend corrective /preventive actions to close identified gaps.
• Assist in obtaining and analyze data from all service measurement tools (customer feedbacks, service level agreements etc.) and communicate feedback with an actionable recommendation to appropriate teams for implementation.
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers.
• Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers.
• Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps.

Assist in coordinating service training and workshops to up-skill experience centers.

Job Requirement:

• First Degree in any discipline
• A Master’s Degree or other professional qualification will be an added advantage
• 2-4 years’ cognate experience
• ISO Certification will be added advantage
• Knowledge of Banking’s structures, policies, processes, and procedures
• Knowledge of Banking Operations
• Knowledge of customer service and service level monitoring
• Knowledge of  all Company’s full range of products
• Knowledge of regulations governing the management of financial services
• Knowledge of the Code of Banking Practice
• Knowledge of what constitutes effective service delivery
• Knowledge of the Bank’s operating environment and business strategy