Associates
Consulting Limited - Our client is one of Nigeria's leading pension fund
administrators set up to manage and administer retirement savings contributions
of employees in Nigeria in accordance with the pension reform act of 2004 with
the aim to be the preferred Pension Fund Administrator with the highest
contribution base whilst delivering superior returns.
They
are recruiting to fill the position below:
Job Position: Customer Service Executive
Job Location: Eket, Akwa Ibom
Employment Type: Contract
Job
Brief
- Our client is currently looking
for a Customer Service Executive who will provide exceptional customer
service to pension plan participants and beneficiaries.
- You will handle inquiries, resolve
issues, and ensure a positive customer experience.
- Additionally, you will
collaborate with internal teams to address customer concerns and
contribute to process improvements.
- This role requires strong
communication skills, attention to detail, and a thorough understanding of
pension products and services.
Responsibilities
- Customer Support :Respond to
customer inquiries promptly via phone, email, or other communication
channels. Assist customers in understanding their pension plans, benefits,
and related processes. Provide accurate and relevant information to
address customer queries.
- Issue Resolution: Investigate
and resolve customer issues related to pension plan accounts,
contributions, pay-outs, beneficiary designations, and other related
matters. Escalate complex issues to the appropriate departments and follow
up to ensure timely resolution.
- Compliance And Regulations:
Adhere to regulatory guidelines, company policies, and industry best
practices in the pension domain. Stay updated with changes in pension
regulations and communicate relevant updates to customers as required.
- Customer Outreach: Proactively
reach out to customers for periodic updates, reminders, and important
notifications related to their pension plans. Provide personalized assistance
to customers during major life events, such as retirement or change of
beneficiary.
- Documentation And Data
Management: Maintain accurate and up-to-date customer records, ensuring
confidentiality and data security. Update customer information, beneficiary
details, and account transactions in the company's database or customer
relationship management (CRM) system.
- Cross Functional Collaboration:
Collaborate with internal teams, such as operations, finance, and legal,
to address customer issues, streamline processes, and ensure a seamless
customer experience. Provide feedback on customer pain points and
contribute to process improvements.
- Quality Assurance: Maintain a
high standard of service quality and ensure adherence to service level
agreements (SLAs). Conduct regular audits to identify areas for
improvement and implement corrective actions
- Customer Education: Educate
customers on pension plan features, investment options, withdrawal rules,
and tax implications. Provide guidance on retirement planning and assist
customers in making informed decisions regarding their pension benefits.
- Record Keeping: Maintain
accurate records of customer interactions, inquiries, and resolutions.
Generate reports and analyse customer data to identify trends and
recommend improvements in service delivery.
Requirements
- Must be graduate with B.Sc.
with about 1 - 2 years of experience in a Financial Institution
- Must be resident in Akwa Ibom.
Competencies
Required:
- Communication Skills
- Product Knowledge
- Problem Solving
- Technical Proficiency
- Conflict Resolution
- Empathy and Patience
- Active Listening
- Time Management
- Compliance and Regulations
Internal
Liason:
- All Departments
Salary
N86, 000 Net Monthly (With HMO and Pension)
Method
of Application
Interested and qualified candidates should send their updated CV to: associatesconsultantsltd@gmail.com using
"Customer Service Executive" as the subject of the mail.
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