Customer Service Officer – Banking

About the role

The Customer Service Officer will serve as the primary point of contact for bank clients across all regions, delivering prompt and accurate assistance while adhering to the institution’s policies and procedures. The role focuses on enhancing customer satisfaction, supporting retail credit operations, and driving cross‑selling opportunities.

Key responsibilities

• Manage each customer interaction to meet service turnaround targets and ensure unbiased, problem‑free assistance.
• Prepare quality proposals for the retail credit department to reduce declined applications.
• Take full ownership of customer complaints, resolving them according to established quality standards.
• Maintain comprehensive knowledge of bank products and services to identify and achieve cross‑selling targets.
• Follow branch processes, report deviations, and support audit compliance.
• Apply credit policies and operational manuals to minimise risk and rejection cases.
• Collaborate with internal stakeholders such as call centres and operations teams to provide seamless service.
• Assess customers’ creditworthiness and forward eligible requests to the decision authority.
• Achieve assigned financial and non‑financial targets in line with bank policies.

Required profile

• Bachelor’s degree in Commerce, Business Administration, Economics or Finance from an accredited university.
• 0–3 years of relevant experience in banking or customer service.
• Presentable appearance with strong communication and negotiation abilities.
• Excellent command of the English language.

Required skills