Client Relations Officer at Banxso

JOB SUMMARY:

The Client Relations Officer serves as a liaison between clients and Banxso, through collaboration with internal departments to ensure that Banxso meets and exceeds its clients’ needs by creating, nurturing, and maintaining strong positive relationships between Banxso and its Clients.

This role plays a critical role in ensuring full client satisfaction by delivering exceptional customer service. This role requires a person to deal with clients from the beginning of their concern or enquiry; to know how to fully investigate, assess and address the client’s concerns and inquiries from start to finish (resolution) is crucial. This person should always be promoting Banxso, by fostering a culture of continuous improvement, increasing client loyalty, long term business success and trust in the Banxso brand which is essential to our reputation and growth.

KEY RESPONSIBILITIES:

• Client Engagement: Establish and maintain client relationships by handling all client concerns and enquiries, this includes complaints. This person will be responsible for handling all client concerns communicated to Banxso on all of our platforms/channels (social media, email, call, whatsapp and other).
• Client Support: This person will be the main point of contact for all queries, dissatisfaction, claims, etc, and will be required to provide timeous responses to clients in to meet their needs in terms of accuracy, relevance, promptness, and completeness.
• Problem Resolution: This person must be skilled in delivering excellent customer service, must be well versed with complaints handling, must be able to investigate, assess and analyse the situation by taking into account all surrounding circumstances and reaching a full resolution with the client.
• Collaborate: This person must be able to collaborate with all relevant departments (global) to ensure issues are addressed and resolved satisfactorily and promptly by simultaneously ensuring Banxso meets its objectives and goals and client’s needs.
• Client Feedback: Clients must be provided with regular feedback and such feedback must be gathered (logged) and suggestions should be provided to identify areas for improvement if necessary.
• Client Retention: Implement strategies to retain clients and ensure their loyalty and identify opportunities for upselling or cross-selling products or services.
• Client Database Management: Maintain accurate client records and databases, including contact information and interaction history by using CRM software effectively.
• Reporting and Analysis: Generate reports on client interactions, feedback, complaints, claims and satisfaction levels by analysing data to identify and report on trends, high impact cases and opportunities for improvement and provide feedback to Management. To also facilitate in decision making on non-standard issues. Feedback reports are to be provided weekly to internal departments to identify risk areas, to implement mitigating processes and to enhance our overall service delivery to our clients.

Requirements

QUALIFICATIONS AND SKILLS:

•  Must have a Qualification in Business Management/Administration, Marketing, Communications, Psychology, Law or a related field
• Proven experience in client relations/dispute resolution, or a similar role in the insurance or financial industry
• RE1 and RE5 would be advantageous
• Strong interpersonal, negotiation and communication skills, both written and verbal.
• Empathy and a customer-centric approach to problem-solving.
• Excellent organizational and multitasking abilities.
• Proficiency in using CRM software.
• Ability to work independently and collaboratively in a team.
• Attention to detail and a commitment to client satisfaction.
• Exceptional communication and active listening skills.
• Strong problem-solving and conflict resolution abilities.
• Proactive and adaptable, with a focus on continuous improvement.
• Enthusiastic and positive attitude toward client interactions.