Customer Experience Officer Recruitment at ARM

ARM is Nigeria’s largest non-bank financial institution. We are a diversified and integrated asset management Company with primary interest in traditional asset management, and specialised funds across major sectors. ARM currently manages total assets of circa N727billion; has an AA rating from Agusto and Co. and was named Best Fund Manager, Nigeria by Capital Finance International. The Firm is regulated by the Nigerian Securities and Exchange Commission (SEC). ARM is headquartered in Lagos, Nigeria with offices across the country.

Position Title: Customer Experience Officer

Job Summary

Attend to all issues identified by a Client using product knowledge Provide support to the Business Development Team within your location Ensure timely and factual communication with Clients Prompt resolution of all complaints received and escalate where necessary.

Principal Duties and Responsibilities

  • Attend to walk-in Client (enquiries, requests, and complaints) and ensure that their issues are met and resolved timely whilst meeting their expectations Send & respond to incoming mails
  • Register incoming and outgoing Mails from courier services
  • PIN generation for newly registered Clients
  • Authorization of update forms before forwarding to DMU
  • Process complaints/request received from Marketing Executive
  • Exploiting customer interactions to solicit sales lead for the Business Development units
  • Receive inbound calls and SMS from clients; process their enquiries & complaints providing relevant information
  • Office Maintenance: – Serves as distribution channel for incoming and outgoing mails/documents
  • Compute Retiree Benefits and advise on Withdrawal Options
  • Turnaround Time (TAT) management

Other Requirements

Languages: Must be fluent in-

  • Igbo
  • Hausa

Competence

  • Basic understanding of Financial Service Industry (esp. Asset Management) and familiarity with the Firm’s products and services
  • Commendable knowledge of pension regulations and the regulatory structure in the Nigerian business environment Excellence Client Relationship Management
  • Strong organizational skills
  • Service orientation
  • Customer focus

Communication

  • Excellent written and oral communication skills
  • Exceptional attention to detail

Interpersonal Skills 

  • Ability to build strong working relationships with internal and external stakeholders
  • Ability to effectively work independently and/or collaboratively to accomplish assignments with minimal supervision

Motivation and Commitment 

  • Self-starter
  • Commitment to quality
  • Strong work ethic
  • Result-oriented
  • Ability to work well under pressure

Computing 

  • Proficiency in the use of Microsoft Word, PowerPoint, Excel and other spreadsheet applications

Click here to apply

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