IT officer 3. (E-service Delivery officer)

Job Summary

BOSAK MICROFINANCE BANK seeks qualified candidates to fill this role

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

  • Generate Data, reports and analysis on customer experience, 
  • Identify market trends based on data generated and analyze same
  • Recommends potential products or services to management by collecting and  analyzing customer needs. 
  • Carry-out surveys on customer experience and provide report.
  • Designs, implements and maintains the channel strategy to support the Bank’s  alternative delivery channel strategy. 
  • Provides project management and advisory services on channels initiatives and projects 
  • Assists in the promotion of our products and services via various electronic
  • channels. Promotes a positive image and ensure that electronic channels  effectively support our brand image 
  • Identifies new channels to improve customer adoption and retention. 
  • Contributes to the profitability and growth of electronic channels by creating and  maintaining services which are customer focused and support our strategic 
  • growth and objectives
  • Troubleshooting on customer’s complaints and resolving same as authorized
  • Up and Cross-sell the bank’s products and services to call-in customers to grow  market share 
  • Creates internal awareness and knowledge sharing for Relationships Officers  and other members of staff on E-Banking Channels to ensure adoption and 
  • increase in sales.
  • Dealing with customer‘s enquires and complaints professionally
  • Educate customers on the bank’s products and services, functionalities :  features and competitive advantage 
  • Capture and monitor customer complaints, points of improvement and ensure  complaints and queries are promptly attended to and escalated appropriately 
  • Handle all enquires and requests of customers and ensure resolution as well as  inform customers of the status of their complaint, query or request and record details of contact within stipulated time-frame.

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