Customer Service Officer

Job Description

Job Title – Customer Service Officer
Location – Ajah, Lagos
Company – FINEX Microfinance Bank
Department – Customer Experience / Operations
Reports To – Branch Operations Manager

Job Summary
The Customer Service Officer is responsible for delivering exceptional customer experience by handling inquiries, resolving complaints, and supporting daily banking operations. The role ensures customers receive prompt, accurate, and professional service while promoting the bank’s products and maintaining compliance with regulatory standards.

Key Responsibilities
1. Customer Service & Relationship Management
* Serve as the first point of contact for customers, both physically and via phone/email
* Handle customer inquiries, requests, and complaints promptly and professionally
* Build and maintain strong customer relationships to enhance satisfaction and retention
* Provide accurate information on bank products, services, and policies

2. Account & Transaction Support
* Assist customers with account opening, documentation, and KYC requirements
* Support customers with transactions such as deposits, withdrawals, and transfers
* Ensure all transactions are processed accurately and in line with bank procedures
* Maintain proper documentation and records of customer interactions

3. Complaint Resolution
* Investigate and resolve customer complaints within agreed timelines
* Escalate complex issues to the appropriate department when necessary
* Follow up with customers to ensure resolution and satisfaction

4. Sales & Cross-Selling
* Promote and cross-sell the bank’s products (savings, loans, digital services)
* Identify customer needs and recommend suitable financial solutions
* Support customer acquisition and retention initiatives

5. Compliance & Risk Management
* Ensure strict adherence to KYC, AML, and regulatory requirements
* Maintain confidentiality of customer information
* Report suspicious transactions or activities in line with bank policies.

6. Administrative Duties
* Maintain accurate customer records and documentation
* Prepare daily/weekly reports on customer service activities
* Support general branch administrative functions

Key Performance Indicators (KPIs)
* Customer satisfaction score
* Complaint resolution turnaround time
* Number of new accounts opened
* Cross-selling / product uptake rate
* Accuracy in transaction processing
* Compliance adherence rate

Qualifications & Requirements
* Bachelor’s degree or HND in Business Administration, Banking & Finance, or related field
* Minimum of 1–3 years experience in customer service, preferably in banking or financial services
* Strong communication and interpersonal skills
* Good knowledge of banking operations and customer service principles
* Proficiency in Microsoft Office and banking applications

Key Competencies
* Customer-focused mindset
* Attention to detail and accuracy
* Problem-solving ability
* Professionalism and integrity
* Ability to work under pressure
* Team collaboration

Working Conditions
* Full-time role based in Ajah, Lagos
* May require occasional weekend support depending on business needs