Our client is one of Nigeria’s leading pension fund administrators set up to manage and administer retirement savings contributions of employees in Nigeria in accordance with the pension reform act of 2004 with the aim to be the preferred Pension Fund Administrator with the highest contribution base whilst delivering superior returns


Our client is currently looking for a Customer Service Executive who will provide exceptional customer service to pension plan participants and beneficiaries. You will handle inquiries, resolve issues, and ensure a positive customer experience. Additionally, you will collaborate with internal teams to address customer concerns and contribute to process improvements. This role requires strong communication skills, attention to detail, and a thorough understanding of pension products and services.


Role: Customer Service Executive (Contract)
Location: Eket, Akwa-Ibom
Salary: N86, 000 Net Monthly (With HMO and Pension)


RESPONSIBILITY


● CUSTOMER SUPPORT - Respond to customer inquiries promptly via phone, email, or other communication channels. Assist customers in understanding their pension plans, benefits, and related processes. Provide accurate and relevant information to address customer queries.


● ISSUE RESOLUTION - Investigate and resolve customer issues related to pension plan accounts, contributions, pay-outs, beneficiary designations, and other related matters. Escalate complex issues to the appropriate departments and follow up to ensure timely resolution.


● DOCUMENTATION AND DATA MANAGEMENT - Maintain accurate and up-to-date customer records, ensuring confidentiality and data security. Update customer information, beneficiary details, and account transactions in the company's database or customer relationship management (CRM) system.


● COMPLIANCE AND REGULATIONS - Adhere to regulatory guidelines, company policies, and industry best practices in the pension domain. Stay updated with changes in pension regulations and communicate relevant updates to customers as required.

● CUSTOMER OUTREACH - Proactively reach out to customers for periodic updates, reminders, and important notifications related to their pension plans. Provide personalized assistance to customers during major life events, such as retirement or change of beneficiary.


● CROSS FUNCTIONAL COLLABORATION - Collaborate with internal teams, such as operations, finance, and legal, to address customer issues, streamline processes, and ensure a seamless customer experience. Provide feedback on customer pain points and contribute to process improvements.

● QUALITY ASSURANCE - Maintain a high standard of service quality and ensure adherence to service level agreements (SLAs). Conduct regular audits to identify areas for improvement and implement corrective actions

● CUSTOMER EDUCATION - Educate customers on pension plan features, investment options, withdrawal rules, and tax implications. Provide guidance on retirement planning and assist customers in making informed decisions regarding their pension benefits.


● RECORD KEEPING - Maintain accurate records of customer interactions, inquiries, and resolutions. Generate reports and analyse customer data to identify trends and recommend improvements in service delivery.



REQUIREMENTS

● Must be graduate with B.Sc. with about 1 - 2 year’s experience in a Financial Institution

● Must be resident in Akwa-Ibom.




COMPETENCIES REQUIRED

● Communication Skills
● Product Knowledge
● Problem Solving
● Empathy and Patience
● Active Listening
● Time Management
● Technical Proficiency
● Conflict Resolution
● Compliance and Regulations



INTERNAL LIASON – All Departments



METHOD OF APPLICATION

Qualified and experienced persons who are resident in Akwa-Ibom can apply by sending an updated copy of their CVs to associatesconsultantsltd@gmail.com with the subject Customer Service Executive