Key Responsibilities:

• Customer Interaction:
• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• Application Leads Generation: All inquiries received by the agent and the application details shared by the agent must be
• Problem Resolution:
• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and resolve customer issues accurately and efficiently.
• Take the extra mile to engage customers: Go beyond the basic requirements to make sure the customer has a positive experience, which could include personalized follow-ups, special offers, or simply making the interaction more pleasant.
• Identify and assess customers’ needs to achieve satisfaction: Listen to the customer’s concerns, ask probing questions, and determine the best solution to meet their needs.
• Build sustainable relationships and trust with customer accounts through open and interactive communication: Engage with customers in a way that builds long-term relationships, ensuring they feel valued and understood.
• Escalate unresolved issues to the appropriate departments or management.
• Product Knowledge:
• Develop a deep understanding of the company’s products and services.
• Stay updated with product changes and enhancements to provide accurate information.
• Documentation and Reporting:
• Document all customer interactions, inquiries, and complaints in the CRM system.
• Prepare and maintain detailed records of customer interactions and transactions.
• Provide accurate, valid, and complete information by using the right methods/tools: Ensure that all information given to customers is correct and comprehensive, using the company’s resources effectively.
• Provide feedback on the efficiency of the customer service process.
• Team Collaboration:
• Collaborate with other team members to ensure consistent and high-quality customer service.
• Participate in team meetings, training sessions, and ongoing professional development.
• Meet Set Targets
• Set to meet the targets and KPIs given either personal or team based.

What you will need:

Education:

• High school diploma or equivalent; a college degree is preferred.

Experience:

• Previous customer service experience is preferred.

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Key Responsibilities:

• Strategic Content Development
• Own the PR C (customer social media calendar) — defining themes, narratives, and campaign directions.
• Develop story arcs for campaigns
• Write creative briefs that guide Designer & Videographer on execution.
• Constantly monitor consumer trends (TikTok, IG, community convos) and adapt narratives accordingly.
• Idea Generation
• Proactively pitch content ideas, formats & hooks before campaigns start.
• Anticipate cultural/seasonal moments (holidays, national days, local events) and design content around them.
• Develop innovative ways to simplify financial concepts
• Ensure employee & customer stories are consistently sourced and turned into content.
• Collaboration & Execution Leadership
• Partner with:
• Designer (visuals, infographics, posters).
• Videographer (testimonials, reels, explainers).
• Influencer Manager (align influencer scripts with core narratives).
• Community & Events Manager (transform event outputs into digital content).
• Ensure every output feeds into the bigger story, not random posts.
• Act as the editor-in-chief for all communication outputs.
• Content Distribution & Optimization
• Oversee publishing (schedule, tone, timing) across FB, IG, TikTok, LinkedIn.
• Track audience reactions — which stories land, which don’t — and adjust.
• Recommend boosting strategies (paid vs organic) to maximize reach.
• Create content playbooks for internal stakeholders (branch staff, telesales) to use.
• Measurement & Learning
• Work with the team to ensure all content outputs have clear goals (engagement, awareness, lead generation).
• Collect insights from customer interactions & social listening to refine narratives.
• Lead monthly content review meetings: what worked, what didn’t, what’s next.

What you will need:

• Skills & Competencies
• Initiative in exploring digital tools, including AI, to enhance creative output
• Exceptional creativity and innovation in brand and product campaigns
• High attention to detail, with strong proofreading and editing skills
• Ability to manage multiple projects and meet deadlines independently
• Excellent organizational and time-management skills
• Willingness to learn and collaborate with the team
• Strong ethical standards and adherence to company policies