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Full-time
Customer Experience Advisor – Loan Collections and Bancassurance Job at NFT Consult
NFT Consult
Job Description
The Customer Experience Advisor will provide end-to-end customer support with a focus on loan collections and bancassurance services. The role involves handling customer queries, supporting debt recovery efforts, and promoting insurance products while ensuring timely resolution of issues in line with service standards and regulatory requirements.
Duties, Roles and Responsibilities
- Receive and handle customer queries through various channels, ensuring timely response within set SLA and quality standards
- Conduct customer verification and security checks for all interactions
- Support loan collection activities, including follow-ups on overdue accounts, negotiating repayment plans, and updating customers on their loan status
- Provide accurate information and support on bancassurance (insurance) products, including policy inquiries, claims guidance, and renewals
- Log and capture all customer interactions in the bank’s systems for tracking, escalation, and performance monitoring
- Escalate unresolved issues in line with defined processes to ensure timely resolution
- Handle customer complaints related to loans, repayments, and insurance products professionally and efficiently
- Identify opportunities to generate sales leads, particularly for insurance and digital banking products
- Promote digital channels to reduce cost-to-serve and improve customer experience
- Monitor and report any risks, fraud indicators, or customer dissatisfaction trends
- Prepare and submit reports within stipulated timelines
- Support quality assurance initiatives, including customer feedback and mystery shopping activities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Apply here: https://career.nftconsult.com/job_description_page.php?jaction=NTVlOTQzYTVmNmY3NDMyMWIyM2JmNzhhYzMyMjhmYTM=
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