Build a strong customer relationship management strategy to ensure customer satisfaction: strong relationships with existing and new customers to reduce exits and dormancy.
Management of feedback: Ensures timely feedback to all clients’ issues/complaints by carrying out swift investigations and resolving complex or long outstanding problems that have been referred by Sales & Customer Service Officers, Banking Officers and various departments.
Improvement of customer experience: Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources.
Cross selling: Professionally carries outs interactions with customers for purposes of soliciting customer feedback on all UGAFODE products and services thereby enhancing sales; avails information on company products and services to drive growth in Assets (loans & advances) and Liabilities (savings & schools fees accounts).
Manages Service Turn Around Time: Analyzes service turnaround time of all processes in the institution to ensure fairness and transparency, compliance to business operational standards as well as consistency to set Service level agreements.
Reporting: Develops and submits reports arising out of analyses of customer service that the organization provides and making recommendations for service improvement from time to time.
Support Branch Debt recovery efforts: Approves calls to customers for purposes of debt recovery for all loans that are due for write off and those that are already written off as a means to guarantee a quality loan portfolio for UGAFODE.
Team supervision: Takes full responsibility for guiding of all direct reports, focusing on all aspects of sound people management e.g. Coaching, On-the-job training, and Development, Performance Management and Employee engagement.