Officer, Customer Service

Role Overview

This role focuses on delivering high-quality branch-based customer support while ensuring every interaction is accurate, prompt, and compliant. The officer will assist customers with account opening, product onboarding, service requests, and post-sale transactions, while also supporting sales efforts and strengthening customer relationships.

Sales and Business Development

• Promote the bank’s asset and liability products to both new and existing customers.
• Assess customer needs and suggest products and services that fit those needs.
• Bring in product leads through walk-in traffic, referrals, and personal outreach.
• Support the branch in achieving its sales goals as well as personal target numbers.

Service Excellence and KPI Delivery

• Deliver a strong customer experience that supports key service measures such as NPS, complaint resolution timelines, service request turnaround, and mystery shopping outcomes.
• Respond to customer questions, requests, and complaints in a professional manner and escalate issues when required.
• Guide customers on digital banking channels and self-service tools.

Product Onboarding and Transactions

• Prepare, check, and process forms for account opening, loan applications, credit card applications, and related documentation.
• Make sure onboarding is completed correctly and in line with internal policies and regulatory rules.
• Handle service requests accurately and within agreed turnaround times.

Customer Relationship Management

• Keep regular and proactive contact with customers to build trust and long-term loyalty.
• Explain product details, terms, and conditions clearly before agreements are signed.
• Identify opportunities to move customers toward higher-value products and services when appropriate.

Operational Discipline and Compliance

• Ensure every transaction and document follows internal policy, operational risk controls, and regulatory requirements.
• Follow information security practices, including secure document handling and maintaining a clear desk.
• Attend compulsory training on compliance and operational matters.
• Recognize compliance as a non-negotiable requirement rather than a performance metric.

Qualifications and Experience

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