Business Segment: Personal & Private Banking
Location: NG, LA, Lagos, Ilupeju Industrial Avenue
Job Type: Full-time
Job Ref ID: 80444806A-0001
Date Posted: 8/25/2025
Job Description
To lead a team of consultants to assist and support the effective & efficient management of the Customer Contact Centre by providing first-line contact to customers. To ensure that the Voice Branch provides adequate inbound, outbound, sales and service support (including complaint and 2nd level query resolution) to customers in line with the relevant value propositions, frameworks and conduct requirements.
Job Responsibilities
Oversee the activities of a team of Customer Care Centre Consultants and attend to customers
Assist in ensuring the Customer Contact Centre is always functioning, documenting and reporting any interruption in service to the appropriate channel.
Ensure all queries from existing and potential customers are effectively and promptly resolved.
Assist in developing and maintaining a database of customers, providing support for effective customer profiling.
Ensure Call Quality maintenance amongst the consultants
Qualifications
First Degree
Experience
At least 4 years' Experience within a contact centre environment (across sales and service). Experience of the bank's products, processes and systems. Experience in managing client queries and complaints.
Additional Information
Behavioural Competencies:
Adopting Practical Approaches
Articulating Information
Challenging Ideas
Convincing People
Understanding People
Technical Competencies:
Application & Submission Verification (Consumer Banking)
Banking Process & Procedures
Client Acceptance & Review
Customer Understanding (Consumer Banking)
Product Knowledge (Consumer Banking)
Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or [email protected]
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