Customer Service Officer – Direct Banking Call Centre

About the role

We are seeking a Customer Service Officer to join our Direct Banking Call Centre. In this role you will interact with customers over the phone, understand their banking needs and provide accurate information about retail banking products.

Key responsibilities

• Answer inbound calls and engage customers to understand their banking requirements.
• Provide excellent service to foster customer loyalty and meet satisfaction targets.
• Resolve issues instantly over the phone, including root‑cause analysis and reversal of charges or fees when necessary.
• Identify and convert sales opportunities to achieve financial targets.
• Explain banking procedures and product features clearly to callers.
• Capture and report customer feedback to support continuous product development.
• Operate in accordance with the bank’s standard rules and the specific guidelines of the Direct Banking Centre.

Required profile

• Strong verbal communication skills for telephone interactions.
• Ability to understand and explain banking procedures and products.
• Sales orientation with a focus on meeting targets.
• Analytical mindset for root‑cause analysis and fee reversals.
• Commitment to adhering to bank policies and call‑centre guidelines.

Required skills