Customer Service Officer – Direct Banking Call Centre

About the role

The Customer Service Officer will work in the Direct Banking Centre 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 sales initiatives.

Key responsibilities

• Answer customer calls, understand banking needs and provide accurate information on products and procedures.
• Deliver excellent service to build customer loyalty and meet service standards.
• Resolve problems and complaints on the spot, including root‑cause analysis and reversal of charges or fees when required.
• Identify and convert sales opportunities to achieve financial targets.
• Capture and report customer feedback to support product development.
• Operate within the bank’s rules, guidelines and the specific Direct Banking Centre policies.

Required profile

• Strong verbal communication skills and a customer‑focused attitude.
• Ability to work efficiently in a fast‑paced call‑centre environment.
• Attention to detail for accurate handling of transactions and fee reversals.
• Goal‑oriented mindset to meet sales and service targets.

Required skills