Customer Engagement Officer

Customer Engagement Officer

Customer Engagement Officer

Key functions and responsibilities

• Interact with customers via email, social media, telephone, virtual meeting platforms and face-to-face to provide a meaningful and positive experience.
• Resolves customer services issues.
• Provide current, accurate information to customers and other stakeholders.
• Consult with the various Units and provide information, guidance, and resolution of queries.
• Document customer interactions and identify opportunities for service improvement.
• Assist with loan disbursements and follow-up.
• Assist in loan recoveries and collections.
• Assist customers with registration on the online portal.
• Complete the loan closure process and issue closure certificates.

Qualifications and experience

• An Associate’s Degree or Diploma in Management Studies, Tourism Management, Psychology, Banking and Finance, Accounts or equivalent.
• At least two (2) years’ experience in a customer-centric role in a fast-paced organisation.

Assets

• Caribbean Vocational Qualification (CVQ) Certificate in Customer Service Level 2 or equivalent.
• Experience in the financial or service sector.

Core competencies

• Ability to maintain high level of confidentiality.
• Demonstrated good time-management skills.
• Excellent interpersonal and customer service skills.
• Excellent oral and written communication skills.
• Ability to work speedily and accurately under pressure.

Job summary

The Customer Engagement Officer is responsible for interacting with the organisation’s stakeholders, participating in the promotion of the organisation and its services, and ensuring premier customer experiences.

Knowledge

• Sexual Harassment (prevention) Act
• Safety and Health at Work Act.
• Data Protection Act
• Business Management Procedures
• Customer Service Principles
• Social Media and Telephone Etiquette

Submission details

• Applications and the names and contact details of two (2) referee, should be submitted via email no later than October 15^th, 2023 to the:
• Senior Human Resources, Safety and Health Officer - BIMAP

Applications will be treated with the highest degree of Confidentiality