Customer Experience / Transaction Officer Job at Source Microfinance Bank

Source Microfinance Bank is a digital bank with a focus on how to serve you better always! At Source Credit, we have our plans to serve you better right at the center of all we do, and our service offerings. We also ensure we give the best customer service experience that is tailored just for you. Source Microfinance Bank is poised to change the face of banking in Nigeria. We are reinventing banking to empower a generation.

We are recruiting to fill the position below:

Job Position: Customer Experience / Transaction Officer

Job Location: Lagos
Job Type: Full time

Job Description

• Analyze customer complaints and determine the best course of action to resolve them, escalate complex issues to management when necessary.
• Issue payment receipts, offer letters and follow up on due and missed payments.
• Calls: incoming and outbound calls.
• Customer account creation, maintenance and update Customer database across products.
• Collaborate with other departments, such as sales, marketing, IT support and product development, to communicate customer feedback and contribute to continuous improvement efforts.
• Monitor customer complaints and reach out to provide assistance.
• Establish and maintain interpersonal relationships with Customers.
• Generate timely reports to different stakeholders as required: utilize such reports to advise management in decision making.
• Analyze & report data to inform operational decisions or activities, basically to improve product offerings.
• Prompt responses to customers’ requests & queries via mails, telephones etc.
• Gather customer feedback and share with unit head and other departments.

Requirements

• Minimum of 2 years as a Customer Experience, preferably in a financial service job role.
• HND or B.Sc in related field.
• Interpersonal and customer service skills to ensure positive interaction with customer.
• Analytical and problem-solving skills to troubleshoot, diagnose problems and recommend effective solutions.
• Active Listening and Communication Skills.
• Time management skill.
• Technical skill and effective use of Microsoft office (Excel, PowerPoint Teams e.t.c).
• Experience in use of core bank application/solution is compulsory.