Customer Support Officer

The Customer Support Officer will support with managing requests from Divisions/Branches/Customers to assist in resolving issues that are escalated to the Customer Care Centre.

Core Functions

• Support with managing requests from Divisions/Branches/Customers to assist in resolving issues that are escalated to the Customer Care Centre.

• Monitoring call or non-call volume real time to ensure appropriate metrics are met.

• Support the Team Lead in developing team members, acting as a trainer, coach, mentor, and subject matter expert to achieve high quality and productivity standards.

• Assist with agent scheduling and workflow during peak periods in order to ensure compliance with customer service standards.

• Support the Team Lead with tracking agent developmental needs and team developmental needs by quickly identifying performance issues, and creating action plans to address those issues.

• Contribute to overall customer experience by promoting awareness of any company wide initiative that will affect our customers.

Qualifications and Experience

• Bachelor’s Degree in Banking/ACIB Diploma, Finance, Business Management, Accounts, Marketing, Human Resource Management or any other related discipline.

• Minimum of three (3) years working experience in a bank or financial institution with at least one (1) year of which has been in a Branch, Banking Operations or Digital Channels at a Supervisory level.

• Understanding of the products and services offered in Financial services.