Reference # CFCIO-HAUSA
Contract Type Permanent
Location Victoria Island, Lagos, Nigeria
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United Bank for Africa is one of Africa’s leading financial institutions, with operations in 19 countries and 3 global financial centres – London, Paris and New York.
Job Functions Call Centre
Industries Banking / Finance & Investment
First degree in any discipline.
Masters’ Degree or a professional qualification will be an advantage

0-1 year work experience
Fresh graduate with passion for customer service

Language – Ability to communicate effectively in HAUSA
Strong working knowledge of MS suite and the ability to multitask

1. One-stop shop for customers
•Our prime responsibility is to answer inbound/branch calls and assist customers with their enquiries, request & complaints.
•To understand customer’s complaint/request and close as First Time Resolution (FTR) and escalate where necessary.
•To ensure customer satisfaction is achieved in every interaction recorded.

2. Deliver exceptional customer experience
•To provide feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
•To utilize the information as much as possible in business opportunities and trends.
•To provide individualized customer service of high-standard professional level to each and every customer

3. Safeguarding customer’s funds
•Attending to Blockcard requests and deactivating e-channels where customers have compromised their accounts.
•To prevent/minimize fraud across delivery channels as well as reduce the level of internal and occupational fraud.
•Proactively reviewing and monitoring of suspicious/fraudulent transactions reported by customers which is reported to FraudhelpDesk unit.

4. Voice of customers
•To serve as a Voice of Customer to the Bank by identifying unusual trends affecting the customers.
•Ensuring both positive and negative feedback from customers is provided to the management for further review

Job Closing Date



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