Customer Service Officers at National Social Security Fund (NSSF)

Provide customer experience by answering queries and providing support to customers through a variety of means, such as online chats, email, or phone calls and through face-to-face interactions. 

• Identify and evaluate customer needs especially those who walk into the center.
• Record all customer transactions in customer relationship management (CRM) tool.
• Provide advice to customers on the various benefits types offered, the qualification criteria, among others.
• Engage and collaborate with different stakeholders in and out of the fund to facilitate the achievement of departmental and organizational objectives.
• Assess own performance and seek feedback to improve performance.
• Providing counselling to customers especially non qualifying and depressed customers that seem to be in dire need of the money.
• Verifying mobile and web app claims and contact customers with incomplete documentations.
• Visit and receive claims from Very Important Persons that are unable to come to office
• Receive, review and Initiate member claims into the system within expected turn around time for claims received.
• Follow up on all initiated claims to ensure that they have been paid within the specified Turn Around Time as per fund's strategic performance metrics.
• Draft exceptional approval letters for member's whose claims need approval from the Managing Director.
• Direct requests regarding delayed benefits payment and unresolved issues to the benefits team
• Receive and answer customer queries on the different online channels.
• Respond to customer reviews and handle negative reviews.
• Maintain audience experience on online channels.
• Record and capture all customer transactions in the customer relationship management tool.

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