Client Experience Analyst
Sankore Investments
Ikoyi, LA, ng
6d ago

Summary

The Client Experience Analyst is responsible for delivering efficient client care to all enquiries with a view to resolving all issues within a specified turn-around time (TAT) through emails, phone calls and chats.

Primary Responsibilities

  • Maintain updated knowledge of all company products and services in order to provide adequate education to customers.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Process Client redemptions and upload instruction via the Approval workflow Application (Kissflow).
  • Collect and record customer feedback and information and share with appropriate departments and team members.
  • Upload KYC documents on the Approval workflow application (Kissflow) and update KYC Tracker and CRM; creates folder for client on KYC drop box.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Maintain a birthday tracker for client birthdays & other significant events and track monthly.
  • Responsible for the end-to-end process of Account opening and client onboarding.
  • Make product and service suggestions to meet customers’ specific needs.
  • Follow communication procedures, guidelines, and policies
  • Contribute to the team culture in a positive manner
  • Assist with coordinating monthly strategy calls.
  • Keep records of customer interactions.
  • Collect KYC documents from clients.
  • Requirements

    Minimum Qualifications

  • Bachelor’s degree in Business Administration or related fields.
  • 1 - 3 years’ cognate work experience, particularly in the Financial Services industry.
  • Prior experience as a Client Experience Analyst or in similar positions.
  • Desired Knowledge, Skills and Attributes

  • Excellent communication skills (reading & writing).
  • Strong analytical skills and ability to interpret complex data into actionable information.
  • Ability to plan and prioritize effectively, balancing multiple deliverables efficiently.
  • Possess a keen eye for detail and follow instructions to the letter.
  • Good empathy skills.
  • High level of professionalism.
  • Knowledge of client care practices.
  • Experience in mediation and conflict resolution techniques.
  • Good problem-solving skills.
  • A thirst for knowledge and learning.
  • A strong focus on excellence.
  • Adherence to service level arrangement.
  • Ability to identify client needs.
  • Creating a service reputation.
  • Ability to manage client complaint in a timely manner.
  • Good Interpersonal skills.
  • Highly organized.
  • Intellectually curious
  • Self-driven and goal oriented.
  • Compensation

    Competitive and commensurate with experience

    Requirements

    Minimum Qualifications Bachelor’s degree in Business Administration or related fields. 1 - 3 years’ cognate work experience, particularly in the Financial Services industry.

    Prior experience as a Client Experience Analyst or in similar positions. Desired Knowledge, Skills and Attributes Excellent communication skills (reading & writing).

    Strong analytical skills and ability to interpret complex data into actionable information. Ability to plan and prioritize effectively, balancing multiple deliverables efficiently.

    Possess a keen eye for detail and follow instructions to the letter. Good empathy skills. High level of professionalism.

    Knowledge of client care practices. Experience in mediation and conflict resolution techniques. Good problem-solving skills.

    A thirst for knowledge and learning. A strong focus on excellence. Adherence to service level arrangement. Ability to identify client needs.

    Creating a service reputation. Ability to manage client complaint in a timely manner. Good Interpersonal skills. Highly organized.

    Intellectually curious Self-driven and goal oriented.

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