Consumer Protection Assurance Officer at First Bank

DUTIES & RESPONSIBILITIES

• Participate in assurance reviews of products, services, customer journeys, and delivery channels.
• Support assessments against CBN Consumer Protection Framework pillars, including:
  • Transparency and disclosure
  • Fair treatment of customers
  • Complaint handling standards
  • Data protection and privacy
  • Responsible pricing, fees, and charges
• Assist in identifying gaps, weaknesses, and emerging consumer protection risks.
• Perform assigned consumer protection control testing activities.
• Assist in conducting consumer protection risk assessments across business units.
• Validate evidence provided by business units for control effectiveness.
• Document assurance findings clearly, including observations, root causes, and supporting evidence.
• Maintain issue logs and track remediation actions to closure.
• Escalate overdue or high-risk issues to the Consumer Protection Assurance Manager.
• Support the timely preparation of all regulatory reports.
• Maintain accurate records and evidence repositories for regulatory reviews and audits.
• Assist in responding to regulatory information requests related to consumer protection.
• Liaise with relevant stakeholders - Compliance, Risk, Operations, Product, and Digital teams during reviews.
• Provide guidance to business units on basic consumer protection requirements and expectations.
• Support implementation of agreed consumer protection improvements.
• Participate in consumer protection training and awareness initiatives.
• Keep up to date with regulatory developments affecting consumer protection.
• Continuously build technical knowledge in conduct and consumer protection risk.

JOB REQUIREMENTS

Education 

• Minimum of Bachelor’s degree in any discipline

Experience 

• 3–5 years of experience in banking or financial services.
• Experience with data analytics
• Proven experience interpreting and applying CBN Consumer Protection Framework and related regulatory guidelines