FINCA CUSTOMER SERVICE OFFICER

Brief description of the job:

The Customer Service Officer is responsible to resolve disputes for all customers’ complaints, queries and to interact with customers to provide and process information in response to account opening and request about  product and services.

Main job responsibilities:.

• Deal directly with customers either by telephone, electronically or face to face

• Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints; complete audits; identify customer service trends; determine system improvements; implement change within agreed timelines

• Keep detailed records of customer interactions and transactions, record details of inquiries, comments, and complaints, record details of actions taken

• Process customers’ transfers with proper approval from the supervisor

• Perform customer verifications, open new accounts, follow up of pending/missing documents, maintain customer account data/records for both loan and savings by updating client information

• Determine customer service requirements by analyzing customer needs; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications

• Improve customer service quality results by studying, aid the branch manager in ensuring that all relevant standards within the customer care are met

• Prepare daily, weekly, monthly statistical reports as appropriate

• Recognize potential customers and other sale opportunities on behalf of the company

• Create and maintain a positive, supportive, customer oriented environment for all FINCA and non-FINCA clients

• Perform any work allocated by the Branch Manager/Supervisors from time to time

• Meet the objectives and performance measures agreed by the Branch Manager

Mandatory experience/Technical Skills

• Listening Skills
• Problem analysis and problem solving
• Attention to details and accuracy
• Stress tolerance

•  An in-depth understanding and experience of the operations of a customer care division.

• A minimum of one year relevant work experience in the customer care area.
• Excellent communication interpersonal skills both verbal &written which will enable you to deal with external and internal parties in a professional manner, developing solutions and communicating these across the organizations  as efficiently as possible
• Possess  well developed analytical skills which enable you to:

• Clearly identify and define issues that are being raised by customers
• Undertake any required review of complaints to a high professional standard
• Make recommendations in relation to resolutions of customer care
• Contribute to discussion & development of consumer policy
• Can demonstrate sound oral and written communication skills which enable  you to
• Deal with complaints in  a professional and timely fashion
• Deal with difficult situations in a friendly manner and strive to find a speedy solution.

General Requirements:

• Possesses Self Management skills and the motivation to be able to :
• Efficiently organize your own time
• Assess priorities within your own area of responsibility
• Handle routine work with limited supervision
• Is a versatile self starter who demonstrates:
• Customer service orientation
• A positive attitude towards their work
• Willingness to work as part of  the team
• An ability to build and maintain good networks internally and externally.

PERSONNEL SPECIFICATIONS

Knowledge and Education:

• Diploma in Business Studies, or Management Studies from an accredited college or University

• Computer literate in Microsoft office package.

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