Customer Service Officer – Asset Finance

Apply By: 3rd January 2025
Reports To: Head Asset Finance
Location: Head Office

Job Purpose

Provide distinctive customer service by putting MSME customers at the center of operations, promptly resolving queries, and ensuring exemplary service delivery to business partners, including motor vehicle dealers, insurance companies, and tracking firms. Offer support to the business segment, ensuring smooth operations and enhanced satisfaction for internal and external stakeholders.

Key Responsibilities

• Customer Support:

  • Resolve all QDESK requests within 24 hours.

  • Provide product training to branches and dealers via phone and email.

  • Attend to walk-in MSME clients and respond to customer inquiries across business segments.

• Dealer Coordination:

  • Issue dealer notifications for corporate and KB asset finance applications.

  • Address and resolve outstanding dealer issues promptly.

• Relationship Building:

  • Maintain good relationships with motor vehicle dealers and other stakeholders.

  • Build internal relationships across teams to support asset finance operations.

• Administration:

  • Monitor day-to-day operations and address queries efficiently.

  • Coordinate departmental meetings, training sessions, and maintain meeting minutes.

  • Manage office supplies and branded merchandise within budget.

  • Ensure office cleanliness, including monthly fumigation.

  • Process departmental share point requests within 12 hours.

• Tracking & Insurance:

  • Ensure 100% tracking of financed motor vehicles.

  • Escalate missing vehicle cases for immediate resolution.

  • Support branches in retaining insurance business tied to asset financing.

• Documentation:

  • Ensure compliance with policies, complete all required documentation, and verify deal adherence to bank procedures.

• Address reconciliation issues within 24 hours.

• Submit risk and compliance returns as required.

• Achieve an 85% post-audit implementation score in collaboration with the team leader.

• Monitor asset finance book growth through:

  • New Units: Increase financing for new vehicles.

  • Pre-Owned Units: Expand financing options for pre-owned vehicles.

• Prepare and submit monthly reports and escalate key issues appropriately.

Qualifications & Skills

• A university degree in a business-related field.

• Proven experience in:

  • Customer service and relationship management.

  • Marketing and sales of asset finance.

• In-depth knowledge of SME products, KB services, and banking industry trends.

• Strong interpersonal and negotiation skills to foster networks and develop business relations.

• Demonstrated leadership abilities and competence in high-performance management.

• Understanding of risk management, credit policies, and banking procedures.

• Excellent organizational and communication skills.

Apply Now:
Customer Service Officer – Asset Finance

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