Compliance Officer (Customer Service) at Mshel Homes Ltd

Job Summary:

The Compliance Officer (Customer Service) is responsible for ensuring that all customer-facing activities, transactions, and interactions at Mshel Homes Limited are conducted in strict accordance with regulatory requirements, company policies, and industry best practices. The role bridges compliance and customer service functions — monitoring service delivery standards, managing budget and inventory, investigating client complaints, ensuring documentation integrity, and promoting a culture of ethical practice and regulatory adherence across all customer touchpoints. The ideal candidate is meticulous, client-sensitive, and well-versed in real estate regulations and consumer protection standards.

Key Responsibilities

Compliance Monitoring & Enforcement

• Monitor all customer service processes to ensure compliance with applicable real estate regulations, company SOPs, and legal requirements.
• Conduct routine and spot-check audits of client files, transaction documentation, and service records to identify compliance gaps.
• Ensure all customer contracts, agreements, and documentation meet legal and regulatory standards before execution.
• Keep abreast of changes in relevant laws, FRCN guidelines, and real estate regulatory frameworks, and update internal policies accordingly.
• Report compliance breaches, risks, or irregularities to management and recommend corrective actions.

Customer Complaint Resolution & Escalation

• Serve as the primary escalation point for unresolved or complex customer complaints within the customer service function.
• Investigate client complaints thoroughly, ensuring fair, timely, and documented resolution in line with company policies.
• Liaise with legal, sales, and project management teams to resolve disputes involving property transactions, documentation, or service delivery.
• Maintain comprehensive complaints register and track resolution timelines and outcomes.
• Identify recurring complaint patterns and escalate systemic issues for process improvement.

Customer Service Standards & Quality Assurance

• Develop, review, and enforce customer service standards, scripts, and response protocols across all channels.
• Conduct periodic assessments of customer service staff interactions (calls, emails, in-person) for quality and compliance.
• Provide feedback, coaching, and training to customer service staff on compliance requirements and service excellence.
• Ensure consistent adherence to client communication standards, turnaround times, and escalation procedures.

Documentation & Record Management

• Ensure all client onboarding documents, KYC records, transaction files, and correspondence are complete, accurate, and properly archived.
• Review and approve customer-facing templates, letters, and communication materials for regulatory accuracy.
• Support the preparation and submission of regulatory reports and returns as required.
• Ensure data privacy and confidentiality standards are upheld across all client records and interactions.

Training, Awareness & Culture

• Develop and deliver compliance awareness training for the customer service team on a periodic basis.
• Foster a compliance-first culture within the customer service department through communication, coaching, and accountability frameworks.
• Collaborate with HR on onboarding processes to ensure new customer service staff are trained in compliance obligations.

Inventory Management

• Responsible for overseeing the storage, tracking, and control of department materials, equipment, and supplies. 
• Maintaining accurate inventory records, monitoring stock levels, conducting regular stock counts, preventing shortages or overstocking, and ensuring proper handling of assets.

Budget Management

• Planning, monitoring, and controlling departmental budgets to ensure efficient use of departmental resources. 
• Tracking expenses against approved budgets, analyzing variances, and recommending cost-saving measures.

Supply Requisition

• Processing requests for office or operational supplies in line with departmental needs and approval procedures. 
• Identifying supply requirements, preparing requisition documents, obtaining necessary approvals, coordinating procurement, and ensuring timely delivery of requested items. 
• Tracking of supply usage to support accountability and cost control.

Reporting & Continuous Improvement

• Prepare and submit weekly, monthly, and quarterly compliance and customer service reports to management.
• Recommend and support the implementation of process improvements to reduce compliance risk and enhance customer experience.
• Participate in internal audits and support external regulatory inspections or reviews when required.

Qualifications and Experience

• Bachelor's degree in Law, Business Administration, Estate Management, Public Administration, or a related field.
• Minimum of 4 years of experience in compliance, regulatory affairs, or customer service management.
• Prior experience in the real estate, banking, or financial services sector is a strong advantage.
• Familiarity with Nigerian real estate laws, consumer protection regulations, and relevant compliance frameworks is required.
• Professional certifications in Compliance (e.g., CAMS, ICA Diploma) or Customer Experience Management are an added advantage.

Skills and Competencies

• Strong knowledge of compliance principles, regulatory requirements, and risk management.
• Excellent analytical and investigative skills with a keen eye for detail.
• Strong interpersonal and conflict resolution skills.
• Ability to interpret and apply regulatory guidelines in a customer service context.
• Proficiency in Microsoft Office Suite and CRM/document management systems.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities simultaneously.

Personal Attributes

• High level of integrity, objectivity, and professional discretion.
• Calm, empathetic, and solutions-focused approach to customer interactions.
• Strong ethical standards and commitment to fair treatment of clients.
• Detail-oriented with a structured and methodical work approach.
• Resilient and able to manage difficult or sensitive client situations professionally.

Key Performance Indicators (KPIs)

• Percentage of customer complaints resolved within defined SLA timelines.
• Compliance audit scores and number of compliance gaps identified and remediated.
• Accuracy and completeness of client documentation and transaction records.
• Customer satisfaction ratings related to complaint handling and service quality.
• Number of compliance training sessions delivered and staff completion rates.
• Timeliness and quality of compliance reports submitted to management.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• The chance to make a meaningful impact within the real estate industry.