Officer, Customer Service

Role Overview

This position is focused on delivering responsive, accurate, and compliant support to bank customers while supporting sales activity at branch level. The officer serves as a key customer contact in the branch, helping with onboarding, servicing, and day-to-day transactions, while also contributing to customer satisfaction and business growth.

Sales and Business Development

• Promote the bank’s asset and liability products to both new and existing customers.
• Assess customer requirements and suggest products and services that fit their needs.
• Build product interest through branch walk-ins, referrals, and direct customer outreach.
• Support the branch in achieving overall sales objectives as well as individual targets.

Service Excellence and KPI Delivery

• Contribute to strong service outcomes by maintaining high standards in customer interaction and service delivery.
• Work toward target Net Promoter Score, complaint resolution timelines, service request turnaround times, and mystery shopping performance.
• Address customer questions, service issues, and complaints in a professional manner, escalating when needed.
• Guide customers on digital banking channels and self-service tools.

Product Onboarding and Transactions

• Prepare, check, and process account opening paperwork, loan applications, credit card applications, and related documents.
• Make sure onboarding activities are completed correctly and in line with internal policies and regulatory expectations.
• Handle service requests accurately and within agreed turnaround times.

Customer Relationship Management

• Stay in regular contact with customers to strengthen relationships and encourage loyalty.
• Explain product features, terms, and conditions clearly so customers can make informed decisions.
• Identify opportunities to move customers toward more suitable or higher-value products and services.

Operational Discipline and Compliance

• Ensure all transactions and documents follow internal controls, policy requirements, and applicable regulations.
• Follow information security practices, including secure document handling and maintaining a clear desk.
• Take part in required compliance and operational training.
• Compliance must be treated as a mandatory obligation, not merely a performance target.

Qualification and Experience

The role requires at least a high school diploma, with preference for candidates who have higher education in business, finance, or a related area. A minimum of 2 years of experience in banking is required, ideally in customer service or sales. Candidates should also understand banking products, services, and regulatory requirements.