Job Description
Assist the PiB Team Leader in ensuring the delivery of high quality customer service, ensuring internal and external compliance on all branch transactions, handling complex customer requests and leading the overall service agenda for the PiB Segment.
Key Roles & Responsibilities
Ensure high level of customer service and support to the PrB team
Ensure resolution of all client complaints received for branch through Service Quality.
Gather / prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Find ways to improve operational efficiency and control costs to meet cost budgets
Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
Qualifications & Skills
Minimum Requirement of a first degree (BA/BSC)
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.
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http://www.getnaijajobs.com
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