The role captures financial and customer service ,internal business process,learning and Growth.Roles and Responsibilities;Managing inbound calls within Contact Center in a friendly, supportive, efficient and professional manner and ensuring that the set KPI(Key performance Indicator) is exceeded.Champion and support set up of customers on IT channels for convenient transacting and follow up to activate customer profiles and trouble shootingOffer First Contact resolution to customer’s issues that is key to customer satisfaction and retention Provide relevant information received through customer interactions, ensure all logged in CRM, collect meaningful data that gives analyses which will be used to raise the standard of service and decision making

The role involved managing a portfolio of 2,460 customers and the responsibilities included and not limited to;Lead generation and cross selling products and channels for customer growth and engagement respectively.Create and build synergies with branches and other departments that will make the sales and service processes simpler for the customer.Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture. Increase value to the customer through Targeted Care Calls and ensure retention through excellent customer service provision.Identify key staff in client companies to cultivate profitable relationshipsResolve customer complaints quickly and effectively

The role involved;• Arrange for Sales Presentations and pitches.• Provide support to personal banking department and selling company products.• Oversee account opening, account closing, and product sales activities.• Review loan application and see if it can be approved or declined, and communicate loan decisions to customers.• Build positive working relationship with existing customers for repeat businesses.• Maintain up-to-date knowledge about bank products and services.