Client Services Officer

Client Services Officer

The Students’ Loan Bureau (SLB) invites applications from suitably qualified persons for the following position:

Client Services Officer(Level 4)

The Client Services Officer is accountable for the effective and efficient engagement of and addressing queries and complaints from all callers assigned into the Bureau in order that SLB achieves its Mission, Vision and Major Targets in a sustainable manner.

DUTIES AND RESPONSIBILITIES

  Planning

1. Contribute to the development of the Client Relationship Management Division's annual strategic planning process, resulting in the division's cascaded strategic plan and scorecard.
2. Update, in conjunction with direct supervisor, own Job Accountability, ensuring alignment to the Bureau's cascaded strategic plan and scorecard.
3. Develop, in conjunction with direct supervisor, own individual development plan arising from the performance review process.

Execution

1. Contribute to the documentation of Frequently Asked Questions and responses to those questions to guide the Client Services Officer in their engagement with clients and other key stakeholders.
2. Respond to requests and complaints from clients, with timely and effective communication and with superior customer service to clients, ensuring that requests and queries are satisfactorily addressed and resolved to their satisfaction in a timely manner.
3. Document requests and complaints and prepare regular reports to provide data and information on trends to the Customer Relationship Management Services and other Divisions for action.
4. Refer requests and complaints to the relevant officers within SLB
5. Provide advice on Client Services as requested.

Monitoring and Reporting

1. Contribute to the preparation of the Client Relationship Management monthly performance report in the scorecard format, then, if required, attend the monthly divisional strategy review meeting in discussing performance issues, ensuring there are diagnoses and corrective actions for any performance variances.

Qualifications and Experience

• First Degree in Management, Business or equivalent.
• Three (3) years in Customer Service.

Skills, Behaviours and Competencies Required

• Knowledge of credit administration and delinquency management.
• Knowledge of relevant sections of the Students’ Loan Fund Act.
• Knowledge of the Bureau’s lending policy.
• Knowledge of computerized accounting information systems.
• Knowledge of the Bureau’s policies, regulations and practices.

Remuneration Package

• Basic Salary              $2,190,302.00 - $2,945,712.00

Applications along with résumés should be forwarded no later than Friday, December 19, 2025 to:

Manager, Human Resource Management and Development

Students’ Loan Bureau

86 Hope Road

Kingston 6

We thank all applicants for their expressions of interest, however, only shortlisted candidates will be contacted.