CSO/Teller at Fina Trust Microfinance Bank

Key Responsibilities

Customer Service Functions

• Serve as the first point of contact for customers, addressing inquiries, complaints, and service requests professionally.
• Provide information on the bank’s products and services, including savings, loans, and other financial solutions.
• Maintain strong customer relationships to enhance satisfaction and retention.
• Resolve customer issues promptly or escalate when necessary.

Teller/Cash Handling Functions

• Process cash deposits, withdrawals, transfers, and other financial transactions accurately.
• Verify customer identity and ensure all transactions comply with KYC and regulatory requirements.
• Balance cash drawers and reconcile transactions at the end of each day.
• Detect and report suspicious or fraudulent transactions in line with internal controls.

Operational Support

• Maintain proper documentation and records of all transactions.
• Support account opening processes and ensure completeness of customer documentation.
• Ensure strict adherence to internal controls, policies, and procedures.
• Assist in branch administrative and operational tasks as required.

Compliance & Risk Management

• Ensure compliance with regulatory requirements and company policies.
• Maintain confidentiality of customer and company information.
• Identify operational risks and escalate issues promptly.

Key Performance Indicators (KPIs)

• Transaction accuracy rate
• Customer satisfaction levels
• Cash balancing discrepancies (if any)
• Turnaround time for customer service
• Compliance with policies and procedures

Qualifications & Experience

• Minimum of HND/B.Sc. in Banking & Finance, Business Administration, or related field
• 1–3 years experience in a similar role, preferably in microfinance or banking
• Basic knowledge of financial services and products

Skills & Competencies

• Strong numerical and cash-handling skills
• Excellent communication and interpersonal skills
• High level of integrity and attention to detail
• Customer-focused with problem-solving abilities
• Ability to work under pressure and meet deadlines
• Basic computer proficiency (MS Office and banking applications)