Customer Service Officer – Direct Banking Call Centre

About the role

The Customer Service Officer will work in a dedicated Direct Banking Call Centre, handling inbound and outbound telephone interactions with retail banking customers. The role focuses on delivering high‑quality service, resolving issues instantly, and supporting the bank’s sales objectives.

Key responsibilities

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to foster loyalty.
• Resolve problems on the spot during the call.
• Identify and convert sales opportunities to meet financial targets.
• Explain procedures and products clearly to callers.
• Capture and report customer feedback for product development.
• Operate within the Call Centre environment following bank‑wide and Direct Banking Centre guidelines.
• Perform root‑cause analysis and execute reversals of charges and fees when necessary.

Required profile

• Experience working in a call‑centre or telephone‑based customer service environment.
• Familiarity with retail banking products and procedures.
• Ability to analyse issues, identify root causes, and process reversals of fees.
• Strong communication skills to explain banking processes clearly.
• Orientation towards achieving sales targets and maintaining customer loyalty.

Required skills

What we offer

• Opportunity to work within a leading bank’s Direct Banking Centre.
• Structured environment with clear guidelines and performance metrics.
• Potential for career growth in banking and customer experience.