Job Summary
- The Branch Customer Experience Officer is responsible for ensuring excellent service delivery at the branch level by monitoring staff performance, handling customer interactions, and driving initiatives that promote customer satisfaction and loyalty. This role involves end-to-end resolution of client queries and complaints, generating leads, improving service processes, and championing a customer-centric culture within the branch.
Job Details
Customer Experience Management
- Ensure all walk-in customers and prospects are promptly and courteously attended to while maintaining a welcoming and conducive branch environment.
- Handle all customer complaints, queries, and requests from initiation to resolution, ensuring timely updates on CRM.
- Conduct regular spot checks to ensure service quality standards are consistently met.
Process & Service Quality
- Take ownership of quality and timely processing of client requests, queries, and policy-related issues.
- Ensure compliance with KYC guidelines and company procedures in daily operations.
- Upload daily call-over to maintain minimal error rates and ensure data accuracy.
- Contribute to continuous improvement of business processes and systems infrastructure.
Business Development & Retention
- Generate leads and referrals through customer interactions.
- Promote the organization’s products and services to drive adoption and customer engagement.
- Handle negotiations and interventions for customer retention in case of complaints or churn risk.
Reporting & Follow-Up
- Prepare and submit daily, weekly, and monthly reports on branch activities, customer interactions, and key performance indicators.
- Follow up on all deliverables and escalations to ensure timely resolution and achievement of results.
Team Support & Capacity Building
- Ensure branch staff have optimal working tools for service delivery.
- Facilitate staff training on product knowledge and service standards.
- Champion and embed a customer-centric culture across the branch and regional teams
Requirements
- Bachelor’s degree in business administration, Marketing, Social Sciences, or related field.
- 2–4 years of experience in customer service, relationship management, or branch operations preferably in financial services.
- Proficiency in CRM tools and MS Office Suite.
- Ability to work under pressure while maintaining professionalism and empathy
