Client Experience Support Officer at Rosabon Financial Services (RFS) Limited

Rosabon Financial Services (RFS) Limited is an Award winning Rosabon Financial Services is member of the Concept Group is licensed by the Central Bank of Nigeria, CBN on April 22, 1993, and being a long-standing member of the Equipment Leasing Association of Nigeria (ELAN), the organization has evolved into Nigeria’s leading Non-Banking Financial Intermediary and Equipment Leasing firm focused on niche and general markets.

We are recruiting to fill the position below:

Job Title: Client Experience Support Officer

Location: Abuja 
Employment Type: Full-time

Scope and Impact

• This position plays a critical role in overseeing seamless operations among the various clients who daily interface with our Wealth Management App.

Job Summary

• A Client Support Officer for a wealth management application requires a blend of technical skills, domain knowledge, and interpersonal competencies.

Responsibilities
Sales Functions:

• Proactively engage with users via in-app chat, phone, and email to understand their needs and interests
• Address technical queries, concerns, and objections to investment
• Utilize persuasive techniques to highlight the benefits and value of investing in the various WealthManagement Products through the App
• Collaborate with the Product team to resolve issues implement user feedback and prepare daily reports for Management
• Develop and maintain a deep understanding of the app & features, benefits, and investment opportunities
• Meet and exceed monthly investment targets

User Experience support:

• Conduct user training sessions to enhance understanding and effective use of the application.
• Provide timely and effective support to app users via phone, email, and chat
• Proactively engage with users to understand their needs and preferences
• Monitor user behavior and provide insights to improve the app & performance
• Collaborate with the product team to resolve issues and implement improvements
• Respond to user inquiries and guide on application functionalities.
• Incident Management and feedback functions:
• Manage and track support tickets, ensuring all incidents are logged, prioritized, and resolved promptly.
• Analyze incident patterns to identify recurring issues and recommend preventive measures.
• Respond to customers & inquiries and issues via phone, email and chat
• Generate, analyze present customer feedback, and issue trend reports and performance metrics to management.

Key Performance Indicators (KPIS)

• Issue Resolution Time: Average time taken to resolve user-reported issues.
• System Uptime: Percentage of time the application is operational and available to users.
• User Satisfaction: Feedback and satisfaction ratings from users regarding support services.
• Incident Reports: Number of incidents reported and resolved within a given time frame.
• Documentation Quality: Accuracy and completeness of support documentation and knowledge base.
• First Response Time ( FRT) : Respond to clients or subscriber’s inquiries within a maximum of 2 hours
• Resolution time: Resolve at least 85% of issues on the first contact
• Customer Satisfaction (CSAT) : Maintain a CSAT score of at least 90%
• Average Handling Time ( AHT): Resolve issues within an average time of 30 minutes
• Resolution Response Time( FRT)- 90%
• Customer satisfaction ( CSAT) -90% positive feedback from users
• Investment rate: 20% increase in investment within the next quarter
• App Store Ratings: 4.5-star rating or higher within the next quarter

Basic Requirements

• Minimum of OND
• Knowledgeable and willingness to learn
• Must have a speaking voice and understand how to talk to customer

Job Knowledge:

• Relevant knowledge of the company’s market and competitors.
• Proven experience in liaison or relationship management roles.
• Knowledge of principles and processes for providing customer services, including customer needs assessment and evaluation of customer satisfaction.

Skills/Competencies:

• In-depth understanding of the wealth management application, its features, functionalities, and troubleshooting methods.
• Ability to diagnose and resolve technical issues related to the application promptly.
• Familiarity with Customer Relationship Management (CRM) systems to manage client interactions and effectively.
• Understanding of wealth management principles, investment products, and financial markets.
• Knowledge of regulatory requirements and compliance standards relevant to wealth management.

Salary
N120,000 - N150,000 per month. 

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should send their CV to: career@conceptgroup-ng.com using the Job Title as the subject of the email.