About Company
Guaranty Trust Holding Company Plc (GTCO Plc) is a leading African financial services group with a strong presence across Africa and in the United Kingdom. Recognised for its innovation, customer-centric approach, and consistent financial performance, GTBank operates with a clear vision to be the leading financial services institution in Africa, delighting its stakeholders through world-class service and superior returns. We pride ourselves on creating an inclusive and dynamic work environment where employees are empowered to grow, innovate, and contribute to the bank’s continued success. At GTBank, we believe in building long-term relationships with our customers by understanding their needs and delivering tailored financial solutions. Our commitment to excellence extends to our employees, offering opportunities for professional development, a collaborative culture, and competitive compensation packages. Joining GTBank means becoming part of a prestigious institution dedicated to setting benchmarks in the banking industry.
Job Description
Are you a highly motivated and customer-focused individual looking to launch or advance your career in the banking sector? GTBank is immediately hiring dedicated Call Center Agents to join our dynamic team in Ile-Epo, Alimosho, Lagos. In this pivotal role, you will be the first point of contact for our valued customers, providing exceptional service, resolving inquiries, and ensuring a seamless banking experience. This is an exciting opportunity to represent one of Nigeria’s most reputable financial institutions and contribute directly to our mission of customer satisfaction and operational excellence.
As a Call Center Agent, you will handle a diverse range of customer interactions, from assisting with account inquiries, transaction details, and product information, to troubleshooting technical issues and resolving complaints efficiently. Your ability to communicate clearly, empathise with customers, and think critically will be essential to your success. We are looking for individuals who are not just service-oriented but also possess a proactive approach to problem-solving and a genuine desire to make a positive impact on every call. You will be fully supported with comprehensive training on our products, services, and systems, ensuring you have all the tools necessary to excel. Join a team where your contributions are valued, and your career growth is a priority. If you thrive in a fast-paced environment and are passionate about delivering top-tier customer service, we encourage you to apply and become a vital part of the GTBank family.
Key Responsibilities
- Respond promptly and professionally to inbound customer calls, emails, and chat messages.
- Provide accurate information regarding bank products, services, accounts, and transactions.
- Resolve customer complaints and inquiries with empathy and efficiency, escalating complex issues when necessary.
- Process customer requests, including balance inquiries, transaction history, statement requests, and card-related issues.
- Maintain a high level of product and service knowledge to ensure first-call resolution.
- Document all customer interactions accurately and thoroughly in the CRM system.
- Identify and escalate priority issues to the appropriate departments or supervisors.
- Adhere to all bank policies, procedures, and regulatory requirements.
- Actively listen to customers to understand their needs and provide appropriate solutions or cross-sell relevant products.
- Collaborate with team members and other departments to ensure a cohesive customer experience.
Required Skills
- Minimum of OND/HND/B.Sc. in any discipline.
- Excellent verbal and written communication skills in English.
- Strong interpersonal skills with a customer-centric approach.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in basic computer applications (MS Office Suite).
- Ability to work effectively in a fast-paced, target-driven environment.
- Problem-solving aptitude and strong attention to detail.
- Resilience and patience when dealing with challenging customer situations.
Preferred Qualifications
- Prior experience in a call center, customer service, or banking environment.
- Familiarity with CRM software and banking systems.
- Fluency in additional Nigerian languages (e.g., Yoruba, Igbo, Hausa).
- Ability to work flexible hours, including weekends and public holidays.
- A strong understanding of financial products and services.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for career growth and professional development.
- Access to ongoing training programs.
- Employee wellness initiatives.
- A supportive and collaborative work environment.
- Pension scheme contributions.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume is up-to-date and highlights your relevant experience and skills. We thank all applicants for their interest; however, only shortlisted candidates will be contacted for an interview.