Customer Service Officer – Direct Banking Centre

About the role

We are looking for a Customer Service Officer to join our Direct Banking Centre. The role is based in a call‑centre environment and focuses on delivering high‑quality telephone support to banking customers.

Key responsibilities

• Answer inbound calls, understand customers’ banking needs and provide accurate information.
• Resolve issues on the spot, including root‑cause analysis and reversal of charges or fees when required.
• Promote relevant banking products, convert sales opportunities and meet defined financial targets.
• Explain procedures and product features clearly over the phone.
• Capture and report customer feedback to support continuous product development.
• Adhere to the bank’s standard rules, guidelines and the specific policies of the Direct Banking Centre.

Required profile

• Strong verbal communication skills and a customer‑focused attitude.
• Ability to work efficiently in a fast‑paced call‑centre setting.
• Attention to detail for accurate transaction handling and fee reversals.
• Goal‑oriented mindset to achieve loyalty and sales targets.

Required skills

What we offer

• Opportunity to develop a career in retail banking within a large financial institution.
• Training on banking products, procedures and sales techniques.
• Structured performance incentives linked to customer satisfaction and sales results.