Position Overview

• The Customer Service & Sales Executive serves as the primary point of contact for clients of both the Microfinance Bank (MFB) and Asset Management (AM) divisions.
• Beyond handling inquiries and resolving issues, this role is critically responsible for proactively identifying cross-selling opportunities for the company’s financial products from their service desk.
• This position requires exceptional service skills, product knowledge, and a strong sales orientation.

Key Responsibilities
Customer Service and Relationship Management:

• First Point of Contact: Serve as the professional, friendly face/voice of the organization, handling all customer inquiries, complaints, and requests via walk-in, phone, email, and designated digital channels.
• Issue Resolution: Log, track, and resolve customer issues related to MFB accounts (deposits, transfers, loan status) and Asset Management portfolios (statement requests, fund performance).
• Information Delivery: Provide accurate and comprehensive information regarding all bank and investment products, policies, procedures, and required documentation (e.g., KYC updates).

Retention:

• Ensure a high level of client satisfaction to promote loyalty and retention for both the MFB and AM clients.

Cross-Selling and Sales Generation (Sales from the Seat):

• Opportunity Identification: Proactively listen for and identify client needs during service interactions. When a client calls about a large cash deposit, immediately transition to discussing an Asset Management product.
• Product Pitching: Effectively communicate the benefits and features of the company’s investment products (mutual funds, Treasury Bills, bespoke investment accounts) to suitable clients.
• Goal Achievement: Meet defined weekly and monthly targets for client referrals, opening of new accounts, and cross-selling successful product transitions from the service desk.
• Lead Qualification: Qualify warm leads generated from service inquiries and coordinate handoffs to the Business Development Executive team for closure on larger deals.

Operational Support and Compliance:

• Account Opening: Guide new clients through the account opening process for both savings/current accounts and investment mandates, ensuring all Know-Your-Customer (KYC) and anti-money laundering (AML) documentation is complete and accurate.
• Record Keeping: Maintain detailed, accurate records of all customer interactions, complaints, resolutions, and cross-selling attempts in the CRM system.
• Regulatory Adherence: Ensure all service and sales interactions comply with internal policies, as well as CBN and SEC regulations regarding customer communication and financial advisory.
• Feedback Loop: Document recurring customer issues and service gaps and communicate them to the relevant departmental heads (Operations, IT, and Product Development) to improve service quality.

Required Qualifications & Requirements

• Education: Bachelor’s degree or HND in Business Administration, Communication, Marketing, or a related field.
• Experience: 2-3 years of experiencein a high-volume Customer Service role within the Banking, Microfinance, Asset Management, or Financial Servicessector.
• Sales Orientation: Proven capability to meet and exceed internal cross-selling or sales targets is a strong advantage.
• Product Knowledge: Solid understanding of basic financial products, including loans, savings accounts, and investment instruments (e.g., mutual funds).
• Skills: Exceptional verbal communication, active listening, and conflict resolution skills. Proficient in using CRM software and Microsoft Office Suite.
• Attributes: Professional demeanor, high empathy, patience, and a strong commitment to maintaining confidentiality and integrity.