First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi. Since its establishment in 1894, FirstBank has consistently built relationships with customers focusing on the fundamentals of good corporate governance, strong liquidity, risk management and leadership. Over the years, the Bank has led the financing of private investment in infrastructure development in the Nigerian economy by playing key roles in the Federal Government’s privatisation and commercialisation schemes. With its global reach, FirstBank provides prospective investors wishing to explore the vast business opportunities that are available in Nigeria, an internationally competitive world-class brand and a credible financial partner. The Bank has been named "The Best Bank Brand in Nigeria” four times in a row - 2011, 2012, 2013, 2014 - by the globally renowned "The Banker Magazine” of the Financial Times Group; and "Most Innovative Bank in Africa” in the EMEA Finance African Banking Awards 2014. FirstBank’s brand purpose is to always put its customers, partners and all stakeholders at the heart of its business, even as it is poised to standardise customer experience and excellence in financial solutions across Sub Saharan Africa, in consonance with its brand vision "To be the partner of first choice in building your future”. Our brand promise is to always deliver the ultimate "gold standard” of value and excellence. This commitment is anchored on FirstBank’s inherent values of passion, partnership and people, to position our customers first in every respect.
DUTIES AND RESPONSIBILITIES
- Oversee the activities of Transaction Banking Help Desk Team and provide direction and guidance in the execution of the unit’s functions.
- Responsible for developing strategies for excellent service delivery to both internal and external customers of the bank.
- Coordinate response to all internal and external enquiries related to transaction banking including RMs, all customers, and TB sales Team
- Ensure that all calls received on Help Desk, login incident types with description, resolution, and open and close dates/times are responded to.
- Escalate issues to relevant departments in the Bank and follow through to resolution
- Determines and coordinates procurement of work tools required by the customer service unit to function effectively.
- Prepare reports to Group Head Transaction Banking on Help Desk activities such as incident types and occurrence levels
- Responsible for the adequate training of staff to build competencies and skills sets required for the job.
- As part of the Bank’s Information Security requirements, maintain the security of all Information entrusted to the staff and comply with the principles and policies in the Information Security Handbook
EDUCATION
- BSc
- MBA or advance degree equivalent in IT, business administration, or related field will be an added advantage
EXPERIENCE
- Minimum 3 years of experience in a customer service role
Method of Application
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