Senior Customer Service Executive at First Ally Capital

First Ally Capital is a wholly indigenous Financial Services firm, whose focus is on providing top notch advisory & investment services to individuals and organizations. First Ally Capital was incorporated on May 20, 2014 as an Issuing House, Financial Advisory and Investment Management firm, with authorized capital of N2.5 billion, and an issued and fully-paid capital of N1.65 billion. The firm was licensed by the Securities and Exchange Commission on November 20, 2014 as Issuing House and Underwriters.

Job Title: Senior Customer Service Executive

Location: Lagos

Job Type: Full Time (On-site)

About the Role

• As a Senior Customer Service Executive at First Ally Capital, you will play a critical role in delivering exceptional service across our multi-brand portfolio, which includes asset management, trusteeship, fintech solutions.
• You will be responsible for managing escalated client issues, enhancing service quality, and driving a client-centric culture that reinforces the trust our customers place in us.
• You will work closely with cross-functional teams to ensure service excellence, proactively address recurring challenges, and implement improvements that strengthen customer satisfaction, loyalty, and retention.

Key Responsibilities
Customer Service Leadership:

• Take ownership of complex or escalated customer enquiries across subsidiaries and product lines.
• Provide high-level support for clients, ensuring swift and effective resolution.
• Act as the point of contact for sensitive client concerns, ensuring prompt resolution within agreed timelines.
• Maintain exceptional service standards across all communication channels (phone, email, in-app, and social media).

Operations & Service Improvement:

• Identify recurring service pain points and work with relevant teams to implement sustainable solutions.
• Develop and maintain internal Service Level Agreements (SLAs) for client support, ensuring adherence across all teams.
• Monitor and report on service performance, customer satisfaction, and resolution metrics to guide strategic decisions.
• Ensure compliance with all regulatory requirements and internal service policies.

Cross-Functional Collaboration:

• Partner with other teams including Operations, E-Business, Digital Marketing, Product, and Sales to ensure that customer feedback informs business decisions.
• Support the rollout of new products, services, and initiatives by aligning customer service processes to meet launch objectives.
• Coordinate with third-party service providers to maintain quality, uptime, and service consistency.

Reporting & Insights

• Prepare clear and concise reports highlighting service trends, complaint categories, and recommended process improvements.
• Provide actionable insights from customer feedback to shape product development and service enhancements.

Requirements
Experience & Educational Qualification:

• B.Sc Degree in Business Administration, Communications, Finance, or a related field.
• Minimum of 3–5 years’ experience in customer service, preferably within financial services, fintech, or investment management.
• Proven track record of handling escalations and managing multi-channel client communications.
• Experience working with High Net-Worth Individual (HNI) clients is an advantage.
• Familiarity with Nigerian financial regulations will be an asset.

Key Skills & Competencies:

• Strong customer relationship management skills with a client-first mindset.
• Excellent verbal and written communication skills.
• Proficiency in CRM platforms (e.g., Zoho) and CPaaS tools.
• Critical thinking and problem-solving abilities.
• Strong organisational and time management skills with the ability to manage multiple priorities.
• Calm, professional, and solutions-driven approach under pressure.
• Attention to detail and commitment to process improvement.

Application Closing Date
Not Specified.

How to Apply: Interested and qualified candidates should Click here to apply online