Officer- Retention Support

Main responsibility is centralizing the process of Liability Letters Issuance under Retention

Core Responsibilities

• Issuing of Liability letters
• Managing customers inquiries relating to Letters
• Work with other stakeholders such as CAD Retention Branches Contact Centre Complaint management team and other stakeholders on ensuring that process flow is well managed to fulfill customers request of the letter
• Vetting the issued letters and ensure that the data figures addressee and letter type matches the originator request.
• Exercising signing power to officiating the letters.
• Documenting letters and updating system on the letter issued
• Reporting and filing.
• Working with the mail team on ensuring that the letters are sent to customers timely.
• Managing complaints and inquiries that may arise relating to letter issuance.
• Client satisfaction index
• Adherence to policies processes and procedures of FAB
• Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
• Authorised to take decisions as per the approved authorisation matrix.

Qualifications :

• Minimum of 2 year of experience in the same role
• Good negotiation skills
• Good understanding of the products policies and systems
• Interpersonal skills to efficiency interact with customers and other business units.
• Team working skills
• Ability to present customers perspective and ability to perform primary initial screening into customers financial records. 
• Very good understanding of product policies features and running campaigns.
• Knowledge in Banking Systems.

Remote Work :

No

Employment Type :

Full-time