Senior Customer Service Executive

This role focuses on ensuring operational efficiency and maintaining high-quality business processes within branch operations. The candidate will be responsible for fostering positive relationships with customers and prospects, driving branch profitability through achieving productivity targets, and actively promoting products and services. The position involves handling daily transactions and valuables, maintaining accurate records, and supporting marketing initiatives including referral programs to enhance customer acquisition. A key objective is to retain customers by contributing to their financial well-being and supporting the broader mission of transforming lives.

Key Responsibilities

- Ensure quality of business and operational efficiency by adhering to established processes and facilitating smooth branch operations.
- Promote and maintain positive relationships with all contacts, customers, and potential customers.
- Achieve targeted productivity levels to contribute effectively to branch profitability.
- Actively promote products and services, consistently cross-selling and upselling at every opportunity.
- Conduct promotional activities to support marketing efforts and drive referral programs for customer acquisition.
- Manage day-to-day transactions and safeguard valuables responsibly.
- Maintain accurate data and records related to daily transactions.
- Focus on customer retention by working towards improving their financial well-being and supporting the organization’s mission.

Required Qualifications

- Graduate degree from a recognized institution.
- Minimum of 1 year of experience in lending or financial services.

Preferred Skills and Attributes

- Strong result orientation with a focus on achieving targets.
- Customer service excellence and retention capabilities.
- Digital mindset with adaptability to technology-driven processes.
- Ability to build and maintain effective relationships.
- Good understanding of process knowledge and adherence.
- Effective time management skills.
- Proficiency in cross-selling and upselling techniques.
- Business development acumen.
- Strong communication skills, including proficiency in both the local language and English.

This position offers an opportunity to contribute meaningfully to the financial empowerment of customers while developing skills in a dynamic, customer-focused environment.