We are recruiting for the position of:
Job Title: Customer Care Officer - Lagos
Job ID: 400544
Job Function: Consumer Banking
Location: Nigeria - SCB
Responsibilities
- Contribute insights & feedback
as VOF & VOC towards strategy formulation & execution of plan
Complaint Management Including Resolution
- Assist with the execution of
assigned CCU strategic projects
- Ensure adherence to TAT &
service standards as shown below:
Key complaints Matrics
- Number of complaints
- Complaints per 1000 accounts
- FTR (First Time Resolution)
- OHS (Overall Handling Score of
complaint resolution)
- TAT < 24 hrs Copied:
hotnigerianjobs.com
- TAT > 2 days
- Unresolved complaints > 14
days
- Inappropriate Sales
- Proven mis-selling
- Number of metrics in RED
- Ensure zero backlog on
escalations
- Personally involved in
resolution of escalated complaints
- Ensure overall audit, controls
& costs are well executed
- Ensure timely MIS updates
- Ensure adherence to communications, empowerment & delegation matrix.
Continuous Improvements
- Contribute ideas towards how to
continually improve complaint management process
- Support on assigned process
improvement projects
- Support on assigned strategic
initiatives
Risk & Governance
- Ensure compliance with changes
in Group Policy & Standards, TCF, local laws & regulations
- Ensure compliance with
guidelines & procedures on KYC in daily handling of customer service
issues
- Ensure robust quality audit
checks & controls are embedded
People & Development
- Display strong performance
culture
- Support efforts that ensure
fulfillment of service recovery SLAs
- Support efforts that would
build the Bank’s profile in service centricity through strong engagement
with regulators, media or customer associations.
Requirements
- Minimum of a 2nd Class degree
in a relevant course
- Strong bias for communication
(spoken and written)
- Has an analytical mind, loves
solving problems with eyes for details
- Personable with strong
interpersonal skills
- Computer literate and high on
presentation skills
- Fair knowledge of core banking
products and markets.
- Practical working knowledge of
company, industry and banking guidelines and regulations.
- 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.
Application Closing Date
1st November, 2013
Method Of Application
Interested and qualified candidates should:
Click here to apply
1st November, 2013
Method Of Application
Interested and qualified candidates should:
Click here to apply
Note: When the page opens, Click Location: Nigeria - SCB then click Search, then click Customer Care Officer - Lagos
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