Customer Experience Associate

The CX Associate is Affinitys voice to the customer the agent who answers the call responds to the message handles the query logs the complaint and ensures that every customer who contacts Affinity receives a response that is warm accurate and resolved at first contact wherever possible. Reporting to the CX Supervisor the CX Associate works across Affinitys contact channels voice WhatsApp digital messaging and email handling inbound and outbound contacts with professionalism product knowledge and genuine service intent. This is not a script-reading role. The CX Associate is expected to understand Affinitys products and processes well enough to answer a customers question accurately to recognise a complaint and handle it correctly to identify a digital banking issue and escalate it appropriately and to leave every customer feeling heard helped and confident in Affinitys service. The quality of every interaction logged in the CRM every complaint recorded every referral made and every commitment given to a customer is a direct reflection of the CX Associates professionalism. At AFL3 this is an individual contributor role with clear pathways to the CX Supervisor position. The CX Associate who combines genuine service warmth with procedural discipline product knowledge and consistent CRM accuracy is the person who earns progression to the next level.

Required Skills:

a. Omnichannel Customer Contact Handling
Handle inbound and outbound customer contacts across all of Affinitys contact channels voice WhatsApp digital messaging and email resolving account enquiries transaction queries service requests and product questions accurately and efficiently. Aim for first contact resolution on every interaction; escalate to the CX Supervisor promptly and with full context when a contact exceeds own authority or knowledge.

Success measures

• All assigned contacts answered and managed within Affinitys service level targets; no contacts abandoned or left unanswered
• First contact resolution achieved on all standard enquiries; escalations made only when genuinely required and with complete context
• Every contact handled with warmth patience and professionalism regardless of channel volume or customer behaviour
• Outbound contacts callbacks follow-ups service confirmations completed within the committed timeframe
• No contact left open at shift end without a documented status and next action

b. Complaint Intake & First-Level Resolution

Receive record and manage customer complaints across all contact channels logging every complaint accurately in the CRM categorising it correctly acknowledging the customer empathetically and resolving first-level complaints within Affinitys complaint handling timelines. Escalate complex or sensitive complaints to the CX Supervisor immediately with full and accurate context.

Success measures

• Every complaint received is logged in the CRM on the contact in which it is raised; no unlogged complaints
• Complaint classification accurate on every case; no miscategorised complaints creating downstream reporting errors
• First-level complaints resolved within Affinitys defined handling timelines; BoG deadlines never missed on cases within own authority
• Complex or sensitive complaints escalated to the CX Supervisor on the same contact or immediately after with complete CRM documentation
• Customer acknowledged empathetically on every complaint regardless of whether resolution is immediate or requires escalation

c. Banking Product Knowledge & Accurate Information

Maintain accurate current working knowledge of Affinitys full product range savings accounts loan products mobile banking MoMo services payments and business accounts to ensure every customer query is answered correctly and every product referral is informed and genuinely relevant. Proactively update product knowledge when changes are communicated and ask the CX Supervisor when uncertain rather than guessing.

Success measures

• Product queries answered accurately on every contact; no customer given incorrect product information
• Product knowledge kept current; updates communicated by the CX Manager or Supervisor applied to own responses immediately
• Product referrals made proactively when a customers expressed need matches an Affinity product or service
• When uncertain about a product detail the CX Supervisor or knowledge base is consulted before responding never guessing
• Product information communicated in clear jargon-free language that the customer understands

d. Digital Channel Support

Assist customers with mobile banking app queries USSD service issues digital onboarding mobile money transactions and payment queries across contact channels. Diagnose first-level digital issues accurately guide customers through resolution steps clearly and escalate technical issues to IT via the CX Supervisor when they cannot be resolved through standard support guidance.

Success measures

• Mobile banking and digital channel queries diagnosed and resolved at first contact wherever the issue falls within standard support procedures
• Customers guided through app features transaction processes and digital onboarding clearly and patiently
• Technical issues beyond standard support scope escalated to the CX Supervisor with full diagnostic detail on the same contact
• Customers leave every digital support interaction with a clear understanding of what was done and what they need to do next
• Digital support accuracy verified before closing the contact no customer left with an unresolved digital issue without a clear next step

e. Regulatory Compliance Consumer Protection
Conduct every customer interaction in full compliance with BoGs consumer protection guidelines applying contact standards making required disclosures handling complaints within regulatory timelines and treating every customer fairly transparently and with dignity. Apply compliance standards consistently on every contact not selectively based on volume or customer behaviour.

Success measures

• BoG consumer protection requirements applied consistently on every contact; no compliance deviations
• Required product and account disclosures made accurately and completely on every relevant interaction
• Complaint handling timelines met on every first-level complaint within own authority; approaching deadlines flagged to the CX Supervisor before they breach
• Every customer treated with fairness and dignity regardless of the nature of their query or complaint
• No consumer protection complaints upheld against the CX Associate for non-compliant conduct

f. CRM Documentation & Interaction Logging

Record every customer interaction accurately and contemporaneously in the CRM capturing the customers issue the actions taken the information provided any commitments made and the resolution or next step. CRM accuracy is not an administrative formality it is the evidence of what was done the foundation of complaint management and the data that drives CX improvement.

Success measures

• Every contact logged in the CRM before moving to the next interaction; no contacts left undocumented
• CRM records are accurate and complete issue action resolution and next step captured on every case
• Complaint records include all required classification fields timeline entries and resolution documentation
• CRM entries are written in clear professional language that a colleague or supervisor can understand without needing a verbal briefing
• No CRM backlogs; documentation kept current throughout the shift not completed retrospectively