Joyce Obienwe

Conversion of Schedule monitor to csv (comma Separated Value)  
Reviewing the company debtor list.  
Contacting customers and informing them of their overdue bills.  
Advising customers on their payment options and suggesting methods of payments.  
Negotiating suitable payment plans.  
Maintaining customer payment records.  
Preparing customer financial statements for banks and the state credit department.  
Writing final notice warnings to customers when payments are not being made.  
Responding to customer queries.  
Contacting lawyers and insurance agencies to facilitate payments.  
Resolution of Schedules with issues (SOC with issues) e.g. PIN not on database, additional payment and amount not tally.  
Instruct ICT department to upload correct PIN and Employer code on First Pension Custodian Database.  
Return cheques processing  
Residue processing for various Employers from Autolas   
Updating Transitional Contribution Fund (TCF), Batching of TCF and sending of instruction to the custodian to move money to TCF.  
Resolution of TCF to PIN and advising our Custodian as appropriate.  
Resolve customer’s issues about IPPIS payment and assign missing months to the appropriate person to treat.  
Make and receive calls to Pension Desk Officers informing them of their debts and resolving their queries.  
Prepare Multifund Statement of account and send to Pension Desk Officers.  
Send Official e-mail to Pension Desk officers based on our telephone discussion

Register RSA (Retirement Savings Account) forms and load RSA forms using Teleform Verity and Docuware  
Establishing new records management systems  
Developing, maintaining, verifying and evaluating existing systems  
Overseeing the switch from paper to electronic record-keeping  
Writing reports and publications  
Dealing with enquiries and requests for information from both internal and external clients  
Ensuring that financial, legal or administrative requirements and regulations are complied with  
Ensuring that data is protected  
Classifying and indexing records  
Destroying or archiving finished data/records  
Ensuring that records are easily accessible when needed  
Providing training to staff who require access or have responsibility for maintaining records

Engages in dialogue and monitors customer issues  
Design and implement social media strategy to align with business goals  
Monitors trends and encourages adoption of social media tools  
Stay up-to-date with current technologies and trends in social media, design tools and applications  
Communicate with followers, respond to queries in a timely manner and monitor customer reviews  
Monitor SEO and web traffic metrics  
Searches for news/articles to post and write blog articles  
Implements social media campaigns and manages social media campaigns  
Implements and Uses social networking analysis tools  
Monitors internet for brand related topics of conversation  
Provides feedback to higher ups  
Promotes social media within the organization  
Suggest and implement new features to develop brand awareness, promotions and competitions  
Collaborate with other teams members to ensure brand consistency  
Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos and news)

Support: Establish close working relationships with the Account Partners in order to gain high levels of trade support and loyalty via regular and accurate communication, problem solving, and specialized advice.
Identify and resolve Customer's queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
Address Customer's concern and ensure the resolution of issues in a timely manner bearing in mind the average handling time and the service level Agreement.
Attending to prospective and existing Pre-paid and Post-paid customers' queries and enquiries.
Proffering solution to Pre-paid and Post-paid customers' queries and enquiries.
Identifying possible causes of subscriber's problems, effects and likely solutions.
Enlighten and educate customers on new products and initiatives within MTN.
Follow through on customer queries, ensuring prompt resolution and feedback
Escalate unresolved queries to appropriate units
Participate in team initiatives and activities
Serve as the conduit for channeling customer issues to the organization
Observe customer care policies and procedures in the call centre.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise