Position Description
Job purpose• Reconciliation of customer’s account of excess charge claims submitted by customers/consultants to prevent litigation that can result in a huge loss, also proactively detecting shortfalls that arise as a result of process or system glitch. • Processing of account statement confirmation requests on audit confirmation and embassy verifications letters, confirmation of account status to Legal Services Unit. • To create a customer-centric service culture by responding to internal and external enquiries swiftly without compromising data integrity. Key responsibilities • Review of excess charge claims submitted by customers.• Processing of audit confirmation requests and embassy verifications letters, confirmation of account status to Legal Services Unit and disclosure of discrete information to other Banks.• Responding to investment validation enquiries from banks and non-bank financial institutions.• Processing of Letter of Non Indebtedness for customers.• Processing of deal disclosure request for Investor Services clients.• Confirmation of customer mandate (signature) to Registrars.Cost Management• Develops and implements initiatives to reduce cost and ensures that budgets for Customer Complaint & Experience department are met.• Ensures that paper usage and time spent on audit confirmation are maximised.Performance• Development of a standard process and work flow for audit confirmation process.• Improve on turnaround time and quality of all audit confirmations• Review and reconciliation of customer’s account based on complaints received.• To report all exception noted on customer’s account during audit confirmation/reconciliation of customer’s account and other activities of the unit for appropriate correction.• Ensured memorable customer experience across the network and support unitsSelf-Development• Identifies appropriate formal and occupational (informal) training needs and courses (internal/external) to develop oneself.• Up-Skills oneself regarding new products and procedures through attendance of workshops/presentations and reading of internal and external communications.Key performance measures• Processing of all categories of data validation enquiries with the approved SLA.• Reduced income loss associated with wrongly captured data on the system through Reconciliation of customer’s account• Reduced customer complaints on excess charges• To achieve positive satisfactory feedback from both internal and external customer.• Ensure adequate consequence management to forestall a repeat occurrence of reported errors.• Efficient management of the group email. No service failure attributable to untreated emails.• Good attitude to work and team spirit.Internal and external relationships • Good communication skills with colleagues resulting in good customer service.• Good internal and external communication skills with all stakeholders resulting in exceptional customer service being delivered to both internal and external customers.Internal relationships Other Operations Depts, PBB, CIBExternal relationshipsClients’ External Auditors, Embassies, Other Banks, CBN, Clients & their Consultants
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