Client Service Officer
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience
- Location Nigeria
- Job Field Customer Care, Success and Service 
Locations: South-South, South-East, Nigeria
Job Description
- To ensure that customer requests, complaints and queries received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area in order to deliver a positive client experience.
- To be responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address and therefore can be the first point of escalation for clients and frontline staff.
Key Responsibilities
- Manage and resolve escalations and complex client issues by providing tailored solutions, ensuring high service quality and driving customer retention within the branch.
- Issue off-cycle statements at customer’s instance and keep records of all source instructions from customers.
- Process written inter-account transfer instructions and execute all financial transactions within approved limits of authority.
- Identify cross-selling and migration opportunities and sell products/services proactively.
- Educate customers on the benefits of the bank’s products and services to drive customer engagement and support business development goals.
- Maintain a high level of customer satisfaction by providing consistent, professional support to all branch visitors.
Qualifications
- Minimum of First Degree.
Experience Required:
- Knowledge of the bank’s products, compliance procedures and regulations governing the management of financial services. Previous branch banking experience.
Additional Information:
Behavioural Competencies:
- Articulating Information
- Embracing Change
- Establishing Rapport
- Following Procedures
- Managing Tasks
- Meeting Timescales
- Producing Output
- Seizing Opportunities
- Showing Composure
- Team Working
- Upholding Standards
- Valuing Individuals.
Technical Competencies:
- Active Listening
- Banking Process & Procedures
- Customer Understanding (Consumer Banking)
- Product and Services Knowledge
- Product Knowledge (Consumer Banking)
- Risk Identification
- Telephone Caller Handling.
go to method of application »
Method of Application
Job Description
- Stanbic IBTC is positioned to continue to build capacity and create a sustainable talent pipeline within the organization.
- The organization is running a recruitment exercise for Relationship Managers to manage its existing portfolio of clients, while onboarding new clients/businesses.
- The key responsibilities listed below, show the required knowledge for sales and relationship management roles.
- Please send in your application if you have any knowledge of or interests in managing relationships and if you meet all the criteria required for this role.
Qualifications
- First Degree in any field.
- Minimum of 3 – 6 years’ experience
- Cognate experience in sales and relationship management of customers to be able to drive profitability and build relationships
- Experience within the financial industry with experience in managing small businesses.
Behavioural Competencies:
- Generating Ideas
- Developing Strategies
- Interpreting Data
- Convincing People
- Team Working.
Technical Competencies:
- Customer Understanding
- Product Knowledge
- Application and Submission Verification
- Account opening and maintenance
- Product Related Systems.