Wema Bank
Customer Service & Sales Role at Wema Bank Plc
Location: Lagos
Experience: 2 – 10 years
Qualification: Minimum First Degree (Any Discipline)
Professional Certification: CIBN (Chartered Institute of Bankers of Nigeria)
Field: Sales / Marketing / Customer Service
Key Responsibilities:
Customer Service:
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Log and manage customer complaints via the customer query register, identifying root causes and resolving them to prevent recurrence.
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Provide appropriate financial products and services through the most suitable channels to meet customer needs.
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Deliver a consistent, differentiated customer experience with holistic needs analysis and consultation, particularly for key clients in portfolio management.
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Maintain regular communication with clients, offering clear portfolio valuations and guidance.
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Serve as a problem-solver by helping clients identify investment criteria and address concerns throughout the consultation process.
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Comply with all internal processes and procedures for staff in customer-facing roles.
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Advise customers on banking and financial services.
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Engage customers actively on banking products and services, and onboard new customers.
People Management:
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Collaborate with branch peers to ensure effective support and service delivery.
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Foster a positive, proactive culture aligned with safety and well-being standards.
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Role model and uphold the Bank’s core values and corporate HR policies.
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Demonstrate good leadership skills.
Requirements:
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Minimum of a First Degree in any discipline; additional qualifications are advantageous.
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2 to 10 years of relevant experience in sales, marketing, or customer service within banking or financial services.
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Professional certification from CIBN is required.
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Digitally savvy with excellent interpersonal and communication skills.
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Strong commitment to delivering excellent customer service.
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Strategic thinker with quick problem-solving ability.
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Able to work collaboratively and lead teams effectively.