Client Support Service Officer

Rosabon Financial Services Limited – Award-winning Rosabon Financial Services is a member of the Concept Group. Licensed by the Central Bank of Nigeria, CBN on April 22, 1993, and being a long-standing member of the Equipment Leasing Association of Nigeria (ELAN), the organization has evolved into Nigeria’s leading Non-Banking Financial Intermediary and Equipment Leasing firm focused on niche and general markets.

Roles & Responsibilities Frequency

• Maintain orderliness within the reception area, ensuring no loitering (Ad-Hoc)
• Manage the Helpdesk and attend to requests from walk-in prospects and Clients, limiting their time spent to 15 minutes (Ad-Hoc)
• Ensure Enquiries and Helpdesk report is up to date (Ad-Hoc & Weekly)
• Monitor client inquiries via mail, phone, live chat, and social sites ensuring the quality of response and timeliness of resolution (Ad-Hoc)
• Closely monitor all Client complaints and log in the incident log (Ad-Hoc)
• Coordinate other departments towards the resolution of incidents involving Clients, ensuring that all the necessary action is taken decisively and activities are logged in the incident report (Ad-Hoc & Weekly)
• Conduct Client Satisfaction surveys after complaint resolution and log all activities in the Retention report (Ad-Hoc and weekly)
• Conduct Client Satisfaction surveys on newly-acquired transactions (Ad-Hoc)
• Monitor recent transactions to ensure familiarity and continued usage of the service offerings (Ad-Hoc and monthly)
• Conduct Client Satisfaction surveys for recently matured transactions (Ad-Hoc and weekly)
• Conduct Client dissatisfaction survey for failed/Unsuccessful transactions (Ad-Hoc and weekly)
• Maintaining and growing client relationships, and managing client expectations through interaction with account managers (Ad-Hoc)
• Keeping notes of repeated incidences for the purpose of prompt attention and future management/client actions (Ad-Hoc)
• Contribute to the creation and evaluation of clear plans for key accounts, outlining increasingly strategic initiatives with forecasts for increased client penetration and revenue (Ad-Hoc, Monthly, and quarterly)
• Attending client feedback and departmental process review meetings; to inform HODs of feedback on client interaction and other day-to-day activities (Ad-Hoc)
• Take minutes of general and committee meetings involving Rosabon Financial Services (Ad-Hoc)
• Contribute to the continuous improvement of internal processes (Ad-Hoc)
• Contribute to the planning and implementation of events that directly and indirectly concern Clients (Ad-Hoc)
• Contact client to invite them and confirm their attendance for events (Ad-Hoc and monthly)
• Contact client with returned Cheques for follow-up and obtain information on their repayment plan via phone calls and Emails (ad hoc).

Qualifications

• Candidates should possess an HND or B.Sc Degree with 1-2 years experience.