JOB DETAILS:
Job Purpose Statement

Play a vital role in ensuring a seamless transition of customers during the New CIB Project Activities. The job holder will provide essential assistance and support to customers during the UAT Activities, self-migration and forced migration phases. This position requires effective communication, adaptability, and a strong commitment to customer satisfaction

Key Accountabilities (Duties and Responsibilities)
• Ensuring customer satisfaction: Indirectly contribute to the Bank’s financial well-being by ensuring customer satisfaction, which can lead to continued patronage and potential revenue growth.
• Migration support: Collaborate with the migration team to ensure that customers’ accounts and data are accurately transferred to the upgraded system.

• Issue resolution: Identify customer pain points and proactively work towards their timely resolution.
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions for future reference and analysis.

• Customer assistance: Help customers, whether through outbound calls or in-person at branches, to help them navigate the new Omni channel services, address their queries, and guide them through the migration process. Ensure a positive migration experience.
• Communication: Communicate clearly and effectively with customers, providing guidance and instructions on using the new channels and resolving any issues they may encounter.
• Feedback collection: Collect feedback from customers and forward it to the Line Manager for analysis and improvement.
• Awareness activities: Conduct awareness activities to enhance customers’ knowledge of the new channels, including capabilities, offerings, and benefits.
• Customer activation: Activate inactive customers who are registered with the digital platform but are not currently using the channel.
• Ensure coverage for customer support on Saturdays and support after-hours as needed to accommodate customer schedules.
• Skills enhancement: Receive comprehensive training to excel in the migration exercise.
• Adaptability: Embrace a dynamic, fast-paced environment to foster personal and professional growth

Job Specifications
Academic qualifications:
• Diploma or Certificate in Business studies, IT, or any other equivalent and relevant qualification from an accredited institution.

Desired work experience:
• Prior experience in customer support or a similar role is advantageous.

Skills:
• Possesses some understanding of banking products and services.
• Demonstrates strong interpersonal and communication abilities.
• Proficient in analytical thinking, problem-solving, and effective decision-making.
• Adaptable and eager to learn in a dynamic, fast-paced setting.
• Committed to a customer-centric approach, delivering exceptional service
• Capable of effective communication in both outbound calls and in-person interactions.
• Achieves daily targets for customer outreach through phone calls.
• Versatile in handling a wide range of customer inquiries and concerns.
• Upholds high standards of integrity and trustworthiness in professional interaction