Branch Client Services Representative

Requirements

• Bachelor’s Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
  
• NYSC discharge certificate or exemption letter
  
• Proficiency in the use of digital/mobile applications
  
• 1 – 3 years’ experience in customer service, banking operations, or a related financial services role.
  

Customer Engagement & Service Delivery

• Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
  

• Handle customer inquiries relating to accounts, transactions, digital products (app, POS, transfers), loans, and savings
  

• Guide customers through onboarding, account opening, BVN/NIN linkage, and KYC documentation in line with CBN Customer Due Diligence and KYC Regulations 2023
  

• Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
  

Compliant Resolution & Escalation

• Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels

• Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation

• Follow up with customers to confirm satisfactory resolution of issues,

Product Knowledge & Cross-Selling

• Maintain up-to-date knowledge of all the bank’s products including savings accounts, overdrafts, payment solutions, and investment instruments

• Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect

• Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets

Compliance & Regulatory Standards

• Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank’s internal compliance frameworks

• Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request

• Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)

Branch Operations Support

• Support daily branch opening and closing procedures, including cash counts and till balancing

• Maintain a clean, professional, and welcoming branch environment

• Accurately update customer records on the bank’s core banking system (CBS) or CRM platform