About Organisation:

People Brand House is a management consulting firm that collaborates with business leaders and the society at large to engage human capital as a key driver for business sustainability.

Job Summary: The job holder will handle customer queries, maintain a record of internal and external correspondences in a timely manner in line with the Bank’s policies and procedures.

Key Duties and Responsibilities:

• Operate and maintain a system of handling customer queries and complaints, opening trouble tickets or case files as prescribed in the Client Service Charter.
• Provide information about Bank’s products and services in line with existing Bank policies and procedures.
• Conduct root cause analysis to prevent recurring problems/queries.
• Maintaining accurate records and documenting all customer experience & service activities and discussions with customers.
• Maintain a tracking system/log to monitor all feedback/queries/complaints from clients and follow up with relevant internal and external stakeholders.
• Follow up with relevant section/department heads with assigned customer inquiries to ensure that all clients/stakeholders receive feedback within the timelines stated in the Client Service Charter.
• Submit reports showing feedback received, action taken and turnaround times to management.
• Maintain accurate records and documenting all customer experience & service activities and discussions with customers.
• Support structures for prompt resolution of queries/problems and provision.
• Make reports on problems related to receiving and sending telephone calls in line with customer care guidelines.
• Ensure proper coordination between the internal and external customers and the various bank branches. Handle incoming and outgoing mails in line with the established customer care guidelines.
• Be courteous and professional to all internal and external customers.
• Interpret customer requirements in terms of services available and applicable constraints.
• Timely and accurate reporting to specific stakeholders as may be appropriate.
• Any other such duties that may be assigned by his/her supervisor and/or Management from time to time.

Qualifications, Skills and Experience:

• Minimum of bachelor’s degree in business or related field of study from a recognized institution.
• Any related post graduate qualification/professional certification will be an added advantage.
• 2 years’ related experience in customer facing roles in a reputable organisation or a financial institution
• Strong Interpersonal skills Problem-solving aptitude. Proficient at Microsoft Excel.
• A strong customer-oriented attitude.