JOB DESCRIPTION

United Bank for Africa Plc (UBA) is one of Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

The Job : Inbound Officer
Job Status: Full Time Job,Graduate/Exp
Remuneration: Attractive,

Location: Nigeria

Job Profile
Reference #: CFCIO-HAUSA
Location: Victoria Island, Lagos


Contract Type: Permanent
Job Functions: Call Centre
Industries: Banking / Finance & Investment

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Responsibilities
One-stop shop for customers:
o Our prime responsibility is to answer inbound/branch calls and assist customers with their enquiries, request & complaints.
o To understand customer’s complaint/request and close as First Time Resolution (FTR) and escalate where necessary.
o To ensure customer satisfaction is achieved in every interaction recorded.
Deliver exceptional customer experience:
o To provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
o To utilize the information as much as possible in business opportunities and trends.
o To provide individualized customer service of high-standard professional level to each and every customer

Safeguarding customer’s funds:
o Attending to Blockcard requests and deactivating e-channels where customers have compromised their accounts.
o To prevent/minimize fraud across delivery channels as well as reduce the level of internal and occupational fraud.
o Proactively reviewing and monitoring of suspicious/fraudulent transactions reported by customers which is reported to FraudhelpDesk unit.
Voice of customers:
o To serve as a Voice of Customer to the Bank by identifying unusual trends affecting the customers.
o Ensuring both positive and negative feedback from customers is provided to the management for further review

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Education
o First degree in any discipline.
o Masters’ Degree or a professional qualification will be an advantage
Experience:
o 0-1 year work experience
o Fresh graduate with passion for customer service
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