Customer Service Assistant at ICEA Lion Group

Job Summary

Responsible for providing efficient and effective customer service to all customers: - internal and external, with the utmost level of consistency and quality.

Key Responsibilities

• Delivering personalized service to customers on various products and services on investments in an effective and efficient manner at the various stages of onboarding and client servicing.
• Understand customers’ needs and provide appropriate solutions and attention.
• Prompt service delivery at the customer service front office desk. 
• Ensures that customer queries in the branch / head-quarters are handled promptly.
• Ensure consistent standards and uniformity in service delivery in the branch as per the standards set by the organization are maintained.
• Consistently deliver quality service to our customers to achieve total customer satisfaction 
• To answer incoming calls as well as emails and respond to their queries.
• Management of customer complaints & complements
• Solicit customers’ feedback and identify problem trends for improvement actions.
• Execution of all outbound client communication such as research notes, welcome email and SMS notes, failed DDIs and any other ad hoc communication
• Dissemination of relevant information to the Sales team, Tied Life Agents and Independent Financial Advisors
• Servicing of all businesses that originate from all the digital platforms (Onboarding & servicing platforms including but not limited to DigiTrust Micro-site, Self-service Portal, USSD and WhatsApp Chatbot).
• Responding to queries received from the various digital platforms.
• Responding and resolving to tickets raised by the Contact Centre team. Ensure all transaction forms are correctly filled according to all KYC requirements. 
• Ensuring that all applications via digital platforms are well captured in the core system and reaching out to prospects who that did not complete the registration process.
• Maintain client databases for future communications.
• Ensuring that client’s instructions received are executed on time. These include but not limited to account set up, account editing and redemption call backs
• Receiving and verifying client instructions for change of information.
• Ensures compliance with the set guidelines, policies and procedures set in the organization are followed. These include continuous management of complaints records and reporting.
• Management of clients and agency databases.
• Data clean up.
• Providing customer service reports. 
• Effective support of the retail team.

Requirements

• Bachelors’ degree in Business, preferably in Marketing, Public relations or Finance from an accredited University.
• Any professional certificate.
• Minimum of 2 years’ experience in customer service and/or related fields.
• Proficiency in Microsoft Office Suite. Competencies required for this Role
• Good communication skills that reflect a professional image of the financial services in order to cultivate and develop a long-term relationship with clients.
• Listening - Encourages and seeks to understand other viewpoints and perspectives. Is receptive to constructive critique, feedback and ideas from customers, colleagues, subordinates and superiors
• Should be able to work closely as a team member with colleagues.
• Quick thinker - can think on their feet.
• Resilient – emotionally restrained, rarely upset by criticism.
• Takes the initiative within the freedom to act. 
• Optimistic – able to keep spirits up despite setbacks.
• Innovative – generates ideas, shows ingenuity, and thinks up solutions.
• Achievement/ results orientated