{"id":30180,"date":"2016-08-25T15:06:40","date_gmt":"2016-08-25T14:06:40","guid":{"rendered":"https:\/\/joblistnigeria.com\/?p=30180"},"modified":"2016-08-25T15:06:40","modified_gmt":"2016-08-25T14:06:40","slug":"vacancy-pal-pension","status":"publish","type":"post","link":"https:\/\/joblistnigeria.com\/vacancy-pal-pension.html","title":{"rendered":"Vacancy at Pal Pension"},"content":{"rendered":"<p>Pal Pension &#8211; We are a licensed Pension Fund Administrator with over 7 years of professional experience in Pension Funds Administration. We were incorporated on April 14, 2005 to manage and administer retirement savings contributions of employees in Nigeria as a result of the Pension Reform Act of 2004. Pensions Alliance Limited is a joint venture between First Securities Discount House Limited (FSDH) (now known as FSDH Merchant Bank) and African Alliance Insurance Company Limited.<\/p>\n<p>We are recruiting to fill the position below:<\/p>\n<p><strong>Job Title: Customer Service Representative<\/strong><br \/>\n<strong>Location: <\/strong>Oyo<\/p>\n<p>Category: Customer Service<br \/>\nLevel: Recent Grad<br \/>\nJob Type: Full-Time<br \/>\nDuration: Fulltime\/Long-term<br \/>\nStart date: 08\/18\/2016<\/p>\n<p><strong>Job Description<\/strong><\/p>\n<ul>\n<li>To ensure that the goals and objectives of PAL regarding customer service is carried out and maintained through hard work and dedication to delighting both internal and external customers.<\/li>\n<li>To provide effective support to PAL customers.<\/li>\n<li>Provide timely feedback to the Head, Pension Service Centre on customer trend, issues and areas of focus.<\/li>\n<li>Provide timely feedback to the business on customer complaints, enquiries, trend\/ behaviour.<\/li>\n<li>To ensure that the call centre provides first call resolution to most complaints.<\/li>\n<li>To minimize call escalations through effective coaching and support.<\/li>\n<li>Create and foster a positive, successful, and professional work environment where staff choose to work and achieve their goals.<\/li>\n<\/ul>\n<p>Live Chat:<\/p>\n<ul>\n<li>Log on between 8am-5pm<\/li>\n<li>Ensure no missed chats<\/li>\n<li>Quality in Service and Query resolution<\/li>\n<li>Offline messages must be responded to on the 1st working day after the message was sent<\/li>\n<\/ul>\n<p>Letters:<\/p>\n<ul>\n<li>All letters received must be logged in the CRM<\/li>\n<li>Response to all letters 24 hours of receipt<\/li>\n<\/ul>\n<p>Telephone calls (Inbound):<\/p>\n<ul>\n<li>Log on CRM immediately<\/li>\n<li>Resolution time max 24 hrs<\/li>\n<\/ul>\n<p>Client Profile Update:<\/p>\n<ul>\n<li>DOB (approval from PENCOM)<\/li>\n<li>New Employer (RC Number\/TIN\/PENCOM Employer code)<\/li>\n<li>Others<\/li>\n<li>Updated on Sybase within 24 hours and on ELO within 48 hours on receipt of request and complete documents<\/li>\n<\/ul>\n<p>NSTIF:<\/p>\n<ul>\n<li>Compilation to PENCOM\/Trustfund for approval<\/li>\n<li>Follow up and reminders to PENCOM\/Trustfund<\/li>\n<li>Request to DPFC for payment on receipt of approval<\/li>\n<li>Payment and notification of Client<\/li>\n<\/ul>\n<p>Outband Emails:<\/p>\n<ul>\n<li>Once a month + EMS (By 2nd working day of the month)<\/li>\n<\/ul>\n<p>Newsletter:<\/p>\n<ul>\n<li>Material just be ready 1st day of the last month of the quarter (1st March,1st June, 1st September 1st December)<\/li>\n<li>Topics to be submitted 2 weeks to the beginning of each year.<\/li>\n<\/ul>\n<p>Social Network: Twitter, Facebook, LinkedIn<\/p>\n<ul>\n<li>Log on CRM &#8211; immediately<\/li>\n<li>Query Resolution &#8211; 2 hours on receipt of query<\/li>\n<li>Conversational calendar &#8211; review and approval 2 weeks before end of month<\/li>\n<\/ul>\n<p>PAL HNI:<\/p>\n<ul>\n<li>Compile list and send to regions last week of preceding month<\/li>\n<li>Provide Support (Order Cake and cards)<\/li>\n<li>Ensure funds are transferred to the regions by 1st working day of the month<\/li>\n<li>Ensure cards are signed and sent to regions by 1st working day of the month<\/li>\n<\/ul>\n<p>SMS Alert:<\/p>\n<ul>\n<li>Daily Transaction<\/li>\n<li>B\/D<\/li>\n<li>MSD\/Customer forum ( Staff Request)<\/li>\n<li>Payment Notification ( Daily)<\/li>\n<li>Report submitted at the end of the week<\/li>\n<\/ul>\n<p>Reporting:<\/p>\n<ul>\n<li>Reports of all activities for the week compiled and send to Head, Pension Service Centre<\/li>\n<\/ul>\n<p><strong>Desired Qualities<\/strong><\/p>\n<ul>\n<li>Minimum Educated level:\n<ul>\n<li>Bachelor\u2019s Degree in any discipline<\/li>\n<li>A Masters degree will be an added advantage<\/li>\n<li>1-2 years relevant experience<\/li>\n<\/ul>\n<\/li>\n<li>Verbal and written communication skills<\/li>\n<li>Listening skills<\/li>\n<li>Problem analysis\u00a0 solving<\/li>\n<li>Customer service orientation<\/li>\n<li>Organizational skills<\/li>\n<li>Attention to detail<\/li>\n<li>Sound judgment<\/li>\n<li>Team work<\/li>\n<li>Stress tolerance<\/li>\n<li>Resilience<\/li>\n<li>Pleasant and friendly mannerism<\/li>\n<li>A sound knowledge of telephone etiquette<\/li>\n<li>Strong knowledge of the company\u2019s products<\/li>\n<li>Basic computer knowledge\/technological skills<\/li>\n<li>Ability to comprehend, capture as well as interpret basic customer information.<\/li>\n<li>Respectful<\/li>\n<li>Ability to adapt to change<\/li>\n<li>Punctuality<\/li>\n<li>Dependability; to follow instructions as well as take responsibility for their actions and also keep commitments<\/li>\n<\/ul>\n<p><strong>Application Closing Date<\/strong><br \/>\nNot Specified.<\/p>\n<p><strong>How to Apply<\/strong><br \/>\nInterested and qualified candidates should:<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pal Pension &#8211; We are a licensed Pension Fund Administrator with over 7 years of professional experience in Pension Funds Administration. We were incorporated on April 14, 2005 to manage&#8230;..<\/p>\n","protected":false},"author":10160,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[19],"tags":[2684,2621],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vacancy at Pal Pension - Jobs in Nigeria<\/title>\n<meta name=\"description\" content=\"Pal Pension - We are a licensed Pension Fund Administrator with over 7 years of professional experience in Pension Funds Administration. 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