Blended Customer Experience Agent - Personal Banking at Kolomoni Microfinance Bank

Kolomoni Microfinance Bank is a financial services provider committed to providing customers with unparalleled access to smart, personalized, and convenient banking experiences.

We are recruiting to fill the position below:

Job Title: Blended Customer Experience Agent - Personal Banking

Location: Ibadan, Oyo
Employment Type: Full-time

Job Description

• The Blended CX Agent – Personal Banking plays a frontline role in ensuring excellent customer experiences across Kolomoni’s support channels, including voice calls, chat, WhatsApp, and email.
• This role is responsible for resolving customer inquiries, complaints, and transactions efficiently, while also promoting relevant savings products during interactions.
• The agent contributes to the team’s service level and satisfaction targets by providing timely, empathetic, and accurate support that aligns with Kolomoni’s customer-centric culture.

The purpose of this position is two-fold:

• Service Delivery: Respond to and resolve customer issues within defined service levels (≥90% SLA), while maintaining a high satisfaction score (CSAT ≥4.6).
• Revenue Support: Identify opportunities during customer conversations to cross-sell Kolomoni’s savings products, helping drive adoption and deepen customer engagement.

 Responsibilities
Multichannel Support Handling:

• Manage incoming customer inquiries via phone, chat, WhatsApp, and email channels, providing swift and correct responses.

Issue Resolution & Escalation:

• Tag tickets accurately, resolve basic issues, and escalate complex cases following standard operating procedures to ensure quick resolution and maintain customer trust.

Product Awareness & Upsell:

• Proactively introduce and upsell Kolomoni’s savings and personal banking offerings where appropriate, contributing to the bank’s acquisition and retention goals.

Knowledge Retention:

• Stay updated on process changes, promotions, and product knowledge through regular briefings and knowledgebase updates.

Collaboration:

• Work closely with team leads, supervisors, and other agents to ensure consistent service and contribute to a positive team environment.

Requirements

• Minimum of 1 year experience in a contact center or customer-facing support role.
• Strong verbal and written communication skills. - Demonstrated empathy, active listening, and patience when handling customer issues.
• Fast and accurate typing speed for live chat and email handling.
• Proficiency in CRM tools (e.g., Freshdesk, Zendesk) and digital service platforms.

Application Closing Date
13th August, 2025.

How to Apply
Interested and qualified candidates should send their application to: recruitment@kolomonimfb.com using the Job Title as the subject of the mail.