Customer Experience

Job Title: Customer Service Experience Specialist / Manager

Location: Lagos Island

Department: Operations / Client Experience

Reports To: Head of Client Experience / Operations Director

Employment Type: Full-time

Job Summary

We are seeking an empathetic, detail-oriented, and results-driven Customer Service Experience Specialist to join our team. In this role, you will serve as the primary point of contact for our policyholders and investors, delivering exceptional client support across all touchpoints. You will bridge the gap between complex insurance-investment products and client satisfaction, ensuring seamless account management, swift issue resolution, and enhanced client retention.

Key Responsibilities

• Client Relationship Management: Act as the first point of contact for clients, delivering prompt, professional, and personalized assistance regarding insurance policies, investment portfolios, and financial planning queries.
• Onboarding & Account Servicing: Guide new clients through onboarding, KYC verification, policy setup, fund allocation updates, premium payments, and policy maturities or surrenders.
• Inquiry & Dispute Resolution: Efficiently resolve complex client inquiries, policy changes, and claim/disbursement requests while maintaining strict adherence to regulatory compliance and company SLAs.
• Cross-Functional Collaboration: Work closely with Underwriting, Claims, Portfolio Management, and Compliance teams to streamline operational workflows and expedite client requests.
• Customer Feedback & Retention: Monitor client satisfaction metrics (NPS, CSAT), identify pain points in the customer journey, and proactively suggest operational enhancements to drive client retention.
• Omnichannel Communication: Manage client interactions across multiple channels, including phone, email, live chat, and structured in-person or virtual meetings.
• Product Education: Educate clients on insurance-linked investment products, account management tools, and online portal features to promote digital self-service adoption.

Qualifications & Requirements

• Education: Bachelor's degree in Business Administration, Finance, Insurance, Communications, or a related field.
• Experience: 2–5 years of customer service or client relationship experience within the financial services sector (preferably in Insurance, Wealth Management, Asset Management, or Investment Banking).
• Industry Knowledge: Understanding of life insurance products, annuity plans, investment-linked insurance policies (ILPs), and financial compliance standards (KYC/AML).
• Communication Skills: Exceptional verbal and written communication skills with the ability to explain complex financial concepts in simple terms.
• Technical Skills: Proficiency with CRM software (e.g., Salesforce, Zoho), core banking/insurance operating systems, and Microsoft Office Suite.
• Problem-Solving Skills: Strong critical thinking, empathy, conflict resolution, and stress-management capabilities in a fast-paced environment.

Key Performance Indicators (KPIs)

• First Contact Resolution (FCR) Rate: 85%
• Average Handling Time (AHT) and SLA Compliance Rate
• Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)
• Client Retention & Policy Renewal Rates