BOSAK MICROFINANCE BANK seeks qualified candidates to fill this role
Minimum Qualification: Degree
Experience Level: Mid level
Experience Length: 3 years
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
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
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.