Lead, Customer Success at nVAULT App

nVAULT is an ecosystem that serves as one stop shop for financial products. To this end, the application in addition to the various features stated herein provides users with shopfront, P&L accounting module, Invoicing, Transaction Analytics, and other unique features that supply the required business tools for small and medium scale enterprises.

We are recruiting to fill the position below:

Job Title: Lead, Customer Success

Location: Ikeja, Lagos
Employment Type: Full-time

Job Summary

• To provide customer information services and efficiently manage the day-to-day customer contact at an operational level.
• The Customer Services Representative will be responsible for the overall handling of customers’ complaints and needs in the Experience Centers
• Also, to provide assistance to customers through account opening and maintenance, information on the Banks products and services, as well as ensuring timely and exceptional service delivery in order to delight them.

Job Description

• Ensure effective/efficient implementation of bank-wide policies with respect to branch customer services
• Coordinate activities of the service delivery team
• Ensure adherence of team members to the bank’s service charter, policies and procedures
• Execute sales for all consumer banking products of the Bank
• Promptly resolve customer issues and complaints on customer service-related matters
• Oversee and monitor standardization in customer service delivery across the branch especially retail customers to ensure consistency of service delivery bank-wide
• Provide feedback to the Branch Service Manager on the activities and service delivery status in the branch
• Ensure the maintenance of a suitable ambiance in the Banking Hall
• Review customers’ requirements and develop strategies for additional sales.
• Manage customers' applications and perform registration follow-up activities.
• Review customer account opening documents for completeness
• Ensure efficient service delivery on customer account management activities – account opening, cheque printing, standing orders, etc
• Maintain safe custody of cheque books, customers’ files, and signature cards
• Provide other units/branches with customer-related information
• Manage the issuance of customer's monthly account statements
• Evaluate the level of customer satisfaction through the conduct of surveys and initiate corrective measures to address issues observed
• Review all processes within the service area and suggest improvement opportunities.

Job Requirements

• B.Sc / HND with a minimum of Second Class Lower grade in any discipline
• Experience in Customer service/ customer success roles for at least 4- 6 years.

Application Closing Date
Not Specified.