Job Brief:

The Client Relations Officer (CRO) serves as the first point of contact for customers, handling inquiries, processing requests, and resolving issues efficiently. The role ensures high-quality customer interactions, aligns with company policies, and supports financial products such as loans, deposits, and payment solutions through business development.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and in-person visits, providing accurate information on financial products and services
• Assist customers with loan applications, payment processing, and account inquiries
• Process loan payments, account updates, and service requests while ensuring compliance with company policies
• Monitor and track customer interactions in the CRM system for follow-ups and service improvements
• Support the Middle Office in streamlining customer service processes
• Identify potential fraud risks and escalate any suspicious activities to the appropriate teams
• Maintain accurate customer records and uphold confidentiality
• Maintain a high level of product knowledge, including loan terms, interest rates, and repayment structures
• Resolve customer complaints in a professional and timely manner, escalating issues when necessary
• Provide feedback to management on recurring customer issues and potential service enhancements 
• Provide reports on customer interactions and service trends
• Assist with ad hoc administrative and operational tasks as needed
  
  

Minimum Qualifications and Experience:

•  Diploma or Associate Degree in Business Administration, Finance, or a related field
• 1–3 years of experience in customer service, preferably within a financial institution, bank, or lending company
  
  

Knowledge, Skills and Abilities:

• Knowledge of the Company’s products and services
• Knowledge of customer services processes
• Ability to establish good working relationships and to communicate effectively, both orally and in writing
• Good people and customer service skills
• Excellent verbal and written communication skills
• Ability to understand and act upon customers’ needs, concerns and priorities
• Computer proficiency, with in-depth knowledge of Microsoft office suite of products
• Ability to adapt quickly to changes in operations (e.g. adoption of technology)
• Ability to promote and encourage adoption of new initiatives and ways of work
• Ability to work in a fast-paced environment which requires adaptable, results oriented individuals with attention to detail
• Ability to work under rigid timelines due to the high-pressure work environment
• Ability to work with potentially aggressive or hostile customers
• Ability to be exposed to rays from computer monitors for prolong periods
• Ability to sit for prolong periods, with minimal walking or standing
• Ability to use a headset or similar audio and microphone equipment for prolong periods
• Ability to work in a normal office environment with requirements to work outside regular working hours
• Ability to work in a climate-controlled workplace usually set to a comfortable temperature