Customer Service Officer at Wema Bank Plc

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Wema Bank Plc is a commercial bank that offers a range of retail and SME banking, corporate banking, treasury, trade services, and financial advisory to its ever-expanding clients.

If you are among those who want to start a Career with Wema Bank Plc. The Bank is currently recruiting candidates to fill in the vacant positions.

Applications are invited from interested and qualified candidates to apply for the role of customer service officer at Wema Bank Plc.

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Customer Experience Officer

Job Specifications:

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Job Description:

Job Purpose To assess all customer touch points, identify gaps for service improvement initiatives and ensure behavioral standards are adhered to.

JOB RESPONSIBILITIES 

  • Carry out periodic customer satisfaction and service quality index surveys (for both internal and external customers) and recommend appropriate trainings and development programs based on identified gaps. 
  • Engage stakeholders on identified service challenges (i.e., feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across Branches and SBUs. 
  • Carry out research assessment and implementation of industry best practices and initiatives to drive continuous service improvement. 
  • Obtain and analyze data from all service measurement tools (Check Market, Microsoft Forms, Customer Feedback and Service Level Agreements etc. 
  • Create curriculum and training slides for service excellence training bank wide for frontline staff (operators and marketers). 
  • Facilitate customer experience training for new intakes – Branch Service Associate (BSA). 
  • Conduct periodic service audit (Spot Check) across the Bank’s physical touchpoint (Branch). 
  • Review Mystery Shopping Grid and videos sent by external vendors to capture findings, justifications for ratings, underlined gaps and recommendations.
  • Conception, initiation, and execution of customer experience initiatives. 
  • Ensure timely delivery of review and report of Spot Check and Branch Visitation exercises. 
  • Liaise with Business Process Re-engineering team to ensure all service improvement processes are reviewed and documented. 
  • Engage relevant stakeholders on all service gaps/infractions recommendation/implementation of improvements initiatives /sanctions/rewards as required. 
Qualifications and Requirements:
  • Education: B.Sc. (any discipline) 
  • Specialized knowledge: Good use of the Microsoft Office suites
  • Skills: Writing,Analytical and Problem Solving
  • Specialized knowledge: Knowledge of basic products and services in the banking industry 
  • Abilities: Customer Service Orientation 

Benefits

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  • Healthcare
  • Parental Leave (Paternity and Maternity)
  • Year-End Bonus (13th month)
  • Opportunities for professional development and growth
  • Dynamic and collaborative work environment.
  • Company Events
  • Competitive Pay
  • Leave Allowance

Quality Assurance Engineer

Job Specifications:

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Job Description:

As a Quality Assurance Engineer, you will be responsible for ensuring the quality and reliability of software products through meticulous testing and validation processes. You will develop and execute test plans, identify and document defects, and collaborate closely with the development team to resolve issues. Your role is crucial in maintaining the high standards of our software products, enhancing user experience, and minimizing defects before release. The ideal candidate possesses strong analytical skills, a keen eye for detail, and a thorough understanding of software development and testing methodologies.

Job Details

Responsibilities:

  • Plan, manage, and coordinate software releases across various environments.
  • Plan, document & perform confirmation test before any release.
  • Ensure that releases are delivered on time, within scope, and with high quality.
  • Develop and maintain automated build and deployment pipelines. (a plus).
  • Troubleshoot and resolve build and deployment issues, collaborating closely with the development team for hotfixes and redeployment.
  • Work closely with development, QA, and operations teams to ensure smooth integration and release of software.
  • Communicate release details and schedules to the business and technical teams.
  • Monitor the performance and quality of software releases.
  • Continuously improve the release process to increase efficiency and reduce errors.
  • Document release processes, policies, and procedures.
  • Maintain accurate records of all releases and deployment activities.
  • Incident/Issue document, reporting & management

Personal Attributes:

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  • Detail-oriented with a strong focus on quality.
  • Must be customer-centric
  • Ability to work under pressure and meet tight deadlines.
  • Proactive and self-motivated with a continuously improving mindset.
  • Proven experience as a Release Engineer or similar role in software development.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and collaboration abilities.
  • Knowledge of agile development methodologies.
  • In-depth knowledge of RESTful APIs and API testing principles.
  • Familiar in automation frameworks: Cypress, katalon, or similar tools. (a plus).
  • Experience with modern API client: SoapUI, Postman
  • Basic understanding of various API testing methodologies
  • Understanding of technologies and concepts: databases (SQL and NoSQL), message queues, distributed systems

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Qualifications and Requirements:

  • Bachelor’s degree in computer science, Engineering, or a related field (or equivalent work experience)
  • Proven experience as a Quality Assurance Engineer, Software Tester, or similar role.
    Experience with QA methodologies, tools, and processes.
  • Proficiency in programming languages such as Java, Python, or C#.
  • Familiarity with various testing tools (e.g., Selenium, JIRA, QTP, LoadRunner).
  • Experience with automated testing frameworks and writing automated tests.
  • Understanding of software development lifecycle (SDLC) and software testing lifecycle (STLC).
  • Knowledge of Agile and Scrum methodologies.
  • Strong analytical and problem-solving skills.
  • Ability to identify, document, and track defects.

Digital Illustrator

Job Specifications:

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Job Description:

To ensure collection of communication briefs from stakeholders and implement in line with Operational Level Agreements (OLA). To design tailored creatives for all approved customer segments.

JOB RESPONSIBILITIES

  • Design and develop creatives using content from copywriter
  • This role will be responsible for creating satisfying or compelling experiences for users of a product, with a focus on reshaping the customer experience to maximize conversions. These individuals must have an expert understanding of touchpoints across the entire customer journey.
  • The Engagement officer is responsible for the success of the communications channels and points of contact between an organization and its customers
  • Engage stakeholders for marketing/research briefs and ensure they are delivered within OLAs
  • Develop creation calendar
  • This officer will assist the TL with design, development, scheduling and deployment
Qualifications and Requirements:

Below are qualifications required to work as an Engagement Executive Officer

  • Education: BSC 
  • Engagement Executive Officer (ET)
  • Proficient with Adobe Suite –Photoshop, Illustrator, After Effects, Premiere Pro, In-design
  • Report writing
  • Good listening skills
  • Positive and enthusiastic about the importance of customer involvement
  • Well-developed time management skills. The ability to prioritize tasks and plan own workloads to ensure deadlines are met

Benefits

  • Healthcare
  • Parental Leave (Paternity and Maternity)
  • Year-End Bonus (13th month)
  • Opportunities for professional development and growth
  • Dynamic and collaborative work environment.
  • Company Events
  • Competitive Pay
  • Leave Allowance

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Method Of Application

Interested and qualified candidates should apply by clicking on the button below to start their application.

Deadline: Not Specified

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