SENIOR CUSTOMER SERVICE EXECUTIVE AT FIRST ALLY | SENIOR CUSTOMER SERVICE EXECUTIVE IN LAGOS

About Company:

First Ally Capital was incorporated on May 20, 2014 as an Issuing House and Financial Advisory firm, with an authorized share capital of N2.5 billion, and an issued and fully-paid up capital of N1.9 billion. The Firm was licensed by the Securities and Exchange Commission on November 20, 2014. The firm commenced operations at a very significant point in the evolution of the Nigerian financial services industry and has leveraged its solid capital base and the excellent track-record and credentials of its team, directors and shareholders. 

Job Description:

First Ally Capital is seeking a high-caliber Senior Customer Service Executive to anchor the client experience across our diverse multi-brand portfolio. In this role, you will be the guardian of our "client-centric" culture, bridging the gap between sophisticated financial products—such as Asset Management and Trusteeship—and the high expectations of our investors.

You are not just a support lead; you are a Service Architect. You will manage complex escalations for High-Net-Worth Individuals (HNIs), collaborate with fintech product teams to refine in-app experiences, and ensure our internal SLAs reflect the prestige of our brand. If you possess a "solutions-driven" mindset and have a proven track record in the Nigerian financial landscape, we want you to lead our service excellence.

Requirements:

1. High-Touch Client Leadership

• Escalation Sovereignty: Take full ownership of complex or sensitive client enquiries, ensuring rapid resolution that reinforces trust.

• HNI Relationship Management: Act as the primary point of contact for high-value investors, providing a sophisticated and personalized service experience.

• Omnichannel Mastery: Maintain premium service standards across all touchpoints, from social media and phone to in-app fintech support.

2. Service Operations & SLA Governance

• Process Optimization: Identify recurring pain points in the client journey and partner with E-Business and Operations teams to implement sustainable, tech-driven solutions.

• Metrics & Insights: Monitor KPIs (CSAT, NPS, Resolution Time) and prepare concise reports that guide the firm’s strategic service decisions.

• Regulatory Compliance: Ensure all client interactions and data management adhere strictly to Nigerian financial regulations and internal policies.

3. Cross-Functional Collaboration

• Product Feedback Loop: Partner with Product and Digital Marketing teams to ensure customer feedback directly informs the rollout of new fintech features.

• Third-Party Coordination: Liaise with external service providers and CPaaS partners to ensure 100% uptime and service consistency across our digital platforms.

Qualifications and Skills:

Professional Pedigree

• Education: BSc in Business Administration, Finance, Communications, or a related field.

• Experience: 3–5 years in customer service within Financial Services, Fintech, or Investment Management.

• HNI Expertise: Proven success in managing relationships with High-Net-Worth Individuals is a significant advantage.

• Regulatory Knowledge: Familiarity with SEC, CBN, or PenCom regulations (as applicable to Nigerian financial services) is highly valued.

Technical & Soft Skills

• CRM Mastery: Advanced proficiency in platforms like Zoho CRM and various CPaaS tools.

• Communication: Eloquent verbal and written skills, with the ability to convey complex financial information simply.

• Resilience: A calm, professional demeanor capable of thriving under the pressure of escalated complaints.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified? Go to First Ally on docs.google.com to apply