Customer Experience Associate

About the role

The Customer Experience Associate handles customer queries and keeps a timely record of internal and external correspondence in line with the Bank's policies and procedures. The role covers complaint handling, product information, follow-up on client issues and reporting to management.

Key responsibilities

• Operate and maintain a system for handling customer queries and complaints, opening trouble tickets or case files as prescribed in the Client Service Charter.
• Provide information about the Bank's products and services in line with its policies and procedures.
• Conduct root cause analysis to prevent recurring problems or queries.
• Maintain accurate records of all customer experience and service activities and discussions with customers.
• Keep a tracking log of feedback, queries and complaints and follow up with internal and external stakeholders.
• Follow up with department heads on assigned inquiries so clients receive feedback within the Client Service Charter timelines.
• Submit reports on feedback received, actions taken and turnaround times to management.
• Support structures for prompt resolution of queries and problems, and make reports on call reception and sending in line with customer care guidelines.
• Coordinate between internal and external customers and bank branches, and handle incoming and outgoing mail according to customer care guidelines.
• Interpret customer requirements against available services and applicable constraints, and remain courteous and professional with all customers.

Required profile

• Bachelor's degree in business or a related field from a recognised institution.
• 2 years of related experience in customer-facing roles in a reputable organisation or financial institution.
• A postgraduate qualification or professional certification is an added advantage.

Required skills

• Proficiency in Microsoft Excel.
• Strong interpersonal skills, problem-solving aptitude and a strong customer-oriented attitude.