Fredericka Afia Oparebea Andoh

1. Achieve 100% resolution of customer across all communication channel: namely, social media, Z-chat, complaints portal.

2. Maintain a minimum of 60 logged interactions per day for assigned digital channels.

3. Provide technical and customer support for digital banking products, including I-bank, Z-mobile and Ghana Pay Portals ensuring seamless customer experiences.

4. Promote and support digital products by engaging prospective customers and telemarketing services, driving targeted signups and increasing adoption of digital solutions.

5. Conduct periodic customer satisfaction surveys for digital services, reporting on feedback and improvement areas.

6. Perform service benchmarking calls to assess the customer experience for various bank products, contributing to continuous service enhancement.

• Responsible for the resolution of all customer queries received via all channels for customer correspondences outlined by the bank; namely, dedicated telephones lines, Z-Chat, Complaints Portal, E-mail(Info@zenithbank.com.gh, cardsservices@zenithbank.com.gh)
• Responsible for assisting customers on card management requests (Card Activation, Clearance for Pin Tries, and Temporary increase in Limit) using approved applications including EMP, I-Value and GTP Merchant Lite
• Research and follow-up on customer problems and respond to questions
• Responsible for assisting customers with requests that will require liaison with staff of other departments and ensure adherence with the bank’s SLA
• Serve as a branch anchor for assigned branches who shall be responsible for soliciting feedback from customers through a minimum of fifty (50) calls per week to customers of assigned branches
• Assist with the business development drive of the bank by cross selling bank’s product via respective correspondent channels and ensure interactions with customers with good prospects are closed

• Gives people an agenda of objectives and activities so that they know the daily plan
• Gives informal and formal assessments on a regular basis
• Monitors student engagement in all activities and strategies
• Documents people progress and achievement over