Branch Client Services Representative at Kuda Bank

Job Purpose

Kuda is a digitally-driven MFB now expanding and  establishing physical branch networks to complement its mobile-first offerings. The expansion is designed to resolve disputes face-to-face, and deepen financial inclusion across instituted locations

The Branch Customer Service Officer is the human face of Kuda stationed at an experience centre and serving as the primary point of contact for walk-in customers thereby bridging the gap between our digital products and the everyday realities of the communities we serve.

Key Responsibilities

Customer Engagement & Service Delivery

• Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
• Handle customer inquiries relating to accounts, transactions, digital products (app, POS, transfers), loans, and savings
• Guide customers through onboarding, account opening, BVN/NIN linkage, and KYC documentation in line with CBN Customer Due Diligence and KYC Regulations 2023
•   Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
• Process basic in-branch transactions accurately, including cash deposits, withdrawals, and balance inquiries.

Compliant Resolution & Escalation

• Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels 
• Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation
• Follow up with customers to confirm satisfactory resolution of issues,

Product Knowledge & Cross-Selling

• Maintain up-to-date knowledge of all the bank’s products including savings accounts, overdrafts, payment solutions, and investment instruments
• Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect
• Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets
• Support loan product awareness campaigns and assist customers with application documentation

Compliance & Regulatory Standards

• Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank’s internal compliance frameworks
• Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request
• Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)
• Report suspicious transactions or behaviour to the Compliance Officer in line with EFCC/NFIU reporting obligations.

Branch Operations Support

• Support daily branch opening and closing procedures, including cash counts and till balancing
• Maintain a clean, professional, and welcoming branch environment
• Accurately update customer records on the bank’s core banking system (CBS) or CRM platform
• Assist in the preparation of daily, weekly, and monthly branch customer service reports for management review.
• Participate in community outreach, financial literacy events, and market activations as required.

Skills & Competencies

Functional Skills

• Banking operations 
• KYC / AML compliance knowledge
• Digital banking & mobile app literacy
• CRM & core banking system usage
• Data entry and record keeping
• Complaint handling and escalation
• Basic financial product knowledge

Behavioural Skills

• Empathy and emotional intelligence
• Strong interpersonal communication
• Customer-first mindset
• Patience and conflict resolution ability
• Attention to detail and accuracy
• Integrity and professional ethics
• Adaptability in a fast-changing environment
• Team collaboration and initiative

Key Performance Indicators

• Customer satisfaction score (CSAT) ≥ 80% quarter
• 80% First-contact resolution rate for walk-in complaints
• Turnaround time on complaint resolution (target: ≤24 hours for Tier 1 issues and immediate referral for other issues)
• 100% Accuracy rate on account opening and KYC documentation
•  Zero tolerance for regulatory infractions (KYC gaps, data breaches)
• Daily branch transaction log accuracy

Requirements

• Bachelor’s Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
• NYSC discharge certificate or exemption letter
•  Proficiency in the use of digital/mobile applications
• 1 – 3 years’ experience in customer service, banking operations, or a related financial services role.