Cross selling: Drive team efforts in growth of sales for both Assets (loans) and Liabilities (savings) through tele and online marketing.
Management of customer feedback:
Analyses and compiles customer feedback (obtained through customer forums, suggestion boxes, social media platforms, call center, etc.) on UGAFODE products and services to support product design.
Ensures timely feedback to all customers by carrying out swift investigations and resolving complex or long outstanding complaints that have been referred by Sales & Customer Service Officers, Banking Officers and other stakeholders.
Conduct customer satisfaction surveys to determine and monitor trend of net promotor score (NPS) in line with internal set limits.
Improvement of customer experience: Identifying and initiating proposals for process and service turnaround time improvements to ensure excellence in customer experience in compliance with set service level agreements and operational standards.
Reporting: Develops and submits reports (with recommendations arising out of analyses of customer service center activities) which management uses to make service improvement from time to time.
Supports branch debt recovery efforts: Leads the team to support debt recovery efforts by calling customers with 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.
Build a strong customer relationship management strategy to ensure growth in UGAFODE customer numbers through onboarding of new customers, customer retention, satisfaction and reactivation of dormant accounts.
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.