Customer Service Officer

Customer Service & Relationship Management:

• Serve as a primary contact for customers, responding promptly and professionally to enquiries.
• Provide accurate information on account services, products, transactions, and general banking procedures.
• Build positive relationships with customers and ensure a consistently high-quality service experience.
• Identify customer needs and recommend appropriate products or services.

Complaint Resolution:

• Receive, investigate, and resolve customer complaints within established service standards.
• Follow up on unresolved issues and coordinate with relevant departments to ensure timely resolution.
• Escalate complex or sensitive complaints to the appropriate supervisor or department.
• Maintain records of customer complaints, resolutions, and follow-up actions.

Customer Onboarding & Account Support:

• Support new customer onboarding and account opening processes.
• Verify required customer documentation and ensure compliance with established onboarding procedures.
• Assist customers with account-related requests, updates, and service issues.
• Maintain accurate and up-to-date customer information and records.

Product Promotion & Customer Retention:

• Promote relevant banking and financial products based on customer needs.
• Identify opportunities for cross-selling and referrals to support branch revenue objectives.
• Follow up with customers to strengthen relationships and encourage continued use of the institution's services.
• Gather customer feedback and share insights that can improve products and service delivery.

Requirements
Education:

• HND or Bachelor's Degree in any discipline.
• Relevant training or certification in Customer Service, Banking, Marketing, or Relationship Management is an added advantage.

Experience:

• 2–3 years of relevant experience in customer service, banking, microfinance, financial services, or a related environment.
• Proven experience handling customer enquiries and resolving complaints.
• Experience in customer onboarding, account support, or financial product promotion is an advantage.
• Strong communication and relationship management skills.
• Ability to work effectively in a customer-facing and fast-paced environment.

Technical Competencies:

• Customer Relationship Management
• Complaint Resolution
• Customer Onboarding
• Account Administration
• Product Knowledge
• Communication
• Microsoft Office
• Customer Records Management.