About Company
Union Bank is one of Nigeria’s oldest and most respected financial institutions, with a rich history spanning over a century. Established in 1917, we have grown to become a leading financial services provider, offering a comprehensive range of products and services to individuals, small and medium enterprises (SMEs), and corporate clients. Our mission is to be the most trusted and reliable partner for our customers, driving economic prosperity and fostering sustainable growth across Nigeria. We are committed to digital innovation, customer-centricity, and operational excellence, ensuring that we provide seamless and efficient banking experiences. At Union Bank, we believe in empowering our employees, providing a vibrant and supportive work environment where talent can thrive and careers can flourish. Join our team and be part of an organization that is shaping the future of banking in Nigeria, contributing to a legacy of trust and innovation.
Job Description
Are you passionate about delivering exceptional customer service and making a tangible difference in people’s lives? Union Bank is actively seeking a dynamic and dedicated Call Center Agent to join our vibrant team in Ikot Eneobong Layout, Calabar. This is an exciting opportunity for individuals who thrive in a fast-paced environment and possess a natural ability to connect with customers and resolve their inquiries effectively. As a Call Center Agent, you will be the primary point of contact for our valued customers, addressing their banking needs, providing information about our diverse products and services, and resolving issues with professionalism and empathy. You will handle inbound calls, emails, and chat requests, ensuring every interaction is handled with the utmost care and efficiency. This role requires a strong commitment to service excellence, meticulous attention to detail, and the ability to navigate various banking systems while maintaining a positive and helpful demeanor. We are looking for someone who is not just seeking a job, but a career path with a leading financial institution that values growth, learning, and employee well-being. If you are a problem-solver, an excellent communicator, and eager to contribute to a legacy of customer trust, we encourage you to apply today and become an integral part of the Union Bank family in Calabar.
Key Responsibilities
- Handle a high volume of inbound customer calls, emails, and chat inquiries with professionalism and efficiency.
- Provide accurate information and guidance regarding Union Bank's products, services, and policies.
- Resolve customer complaints and issues promptly and effectively, escalating complex cases to appropriate departments when necessary.
- Process customer requests, including account inquiries, transaction assistance, and general service support.
- Maintain detailed and accurate records of all customer interactions and transactions in the CRM system.
- Adhere strictly to all banking regulations, internal policies, and data privacy guidelines.
- Identify and escalate potential fraud or security concerns according to established protocols.
- Collaborate with other departments to ensure a seamless customer experience and efficient issue resolution.
- Continuously improve product knowledge and customer service skills through ongoing training and feedback.
- Promote Union Bank's digital channels and self-service options to customers where appropriate.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong active listening and comprehension abilities.
- Proficiency in basic computer applications (MS Office Suite, CRM software).
- Exceptional problem-solving and decision-making capabilities.
- Ability to work effectively under pressure and manage multiple tasks.
- High level of empathy and a customer-centric mindset.
- Strong interpersonal skills with the ability to build rapport quickly.
- Patience and resilience in handling challenging customer interactions.
- Ability to adapt to new technologies and processes quickly.
Preferred Qualifications
- Previous experience in a call center or customer service role, preferably within the banking or financial services industry.
- Familiarity with banking products, services, and operational procedures.
- A Bachelor's degree or HND in any discipline.
- Ability to speak local languages relevant to Calabar (e.g., Efik, Ibibio) is an added advantage.
- Experience with call center software and ticketing systems.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Opportunities for professional development and career advancement within a leading bank.
- Structured training programs to enhance skills and knowledge.
- Supportive and collaborative work environment.
- Paid time off and holiday benefits.
- Pension scheme contribution.
How to Apply
To apply for this exciting opportunity and become a part of the Union Bank team, please click on the application link below. Ensure your resume highlights your customer service experience and relevant skills.