Customer Service Officer

About Kolomoni Microfinance Bank

Kolomoni Microfinance Bank (Gambia) Limited operates under the licensing of the Central Bank of The Gambia and is affiliated with CapitalSage Technology Limited. The bank services customers across multiple locations including Senegambia, Serekunda, Brikama, Tallinding, and Coastal Road. Positioned for significant growth in 2026, the bank seeks dedicated personnel eager to contribute to meaningful developments rather than merely occupying a position.

Role Overview

As the Customer Service Officer, you represent the bank's frontline contact. You will assist customers who seek help with inquiries, transactions, or issues. Your duties include account opening and maintenance, transaction processing, addressing product-related questions, complaint resolution, and ensuring customers leave satisfied with their experience. Additionally, you are responsible for meticulously recording each interaction and identifying recurring problems for continuous improvement.

Key Responsibilities

• Act as the primary interface for customers arriving in-person, calling, or emailing the branch.
• Handle account setups, updates, transaction processing, and service requests while adhering to bank policies.
• Investigate and resolve customer complaints, escalating unresolved issues appropriately and monitoring their resolution.
• Clearly explain banking products and services and recognize opportunities where customers may benefit from them.
• Maintain precise customer records and assist with branch-level reporting requirements.
• Strictly implement Know Your Customer (KYC), Anti-Money Laundering (AML), Combating the Financing of Terrorism (CFT), and internal compliance standards in every transaction.

Candidate Requirements

• Must hold at least a diploma in banking, finance, business, communication, or a similar field.
• Possess between one and three years of experience in a customer-facing position, ideally within banking, microfinance, or the broader financial services industry.
• Demonstrate confident oral communication in English; proficiency in a local language pertinent to the branch is a plus.
• Familiarity with core banking software and Microsoft Office applications.
• Ability to maintain calmness under pressure and show patience when handling difficult customers.
• High accuracy and attention to detail owing to the financial impact of errors.