Customer Service Officer - Dawakin Kudu MFB at CredPal

Purpose Statement

• We are seeking a professional, customer-focused, and service-oriented Customer Support Officer to deliver exceptional customer service across all customer touchpoints.
• The successful candidate will serve as the first point of contact for customers, ensuring timely resolution of enquiries, complaints, account-related requests, and transaction issues while promoting the Bank's products and maintaining a superior customer experience.

Customer Service & Relationship Management

• Serve as the primary point of contact for walk-in customers, telephone enquiries, emails, and digital channels.
• Deliver excellent customer service by responding promptly and professionally to customer enquiries and complaints.
• Build and maintain strong customer relationships to promote satisfaction, loyalty, and retention.
• Educate customers on the Bank's products, services, and digital banking channels.

Account Opening & Customer Onboarding

• Process account opening requests and ensure all required documentation is complete.
• Conduct Know Your Customer (KYC) and Customer Due Diligence (CDD) checks in line with regulatory requirements.
• Ensure customer information is accurately captured and maintained.

Complaint Resolution

• Investigate and resolve customer complaints within agreed turnaround times.
• Escalate complex issues to the appropriate department where necessary.
• Maintain a complaint register and ensure timely follow-up until resolution.

Operational Support

• Support daily branch operations by processing customer requests efficiently.
• Assist customers with account maintenance requests, card requests, statement generation, and other service requests.
• Ensure proper documentation of all customer interactions and transactions.

Sales & Cross-Selling

• Identify opportunities to cross-sell the Bank's products and services.
• Support customer acquisition initiatives by referring prospects to the Sales Team.
• Promote savings products, loans, digital banking services, and other offerings.

Compliance & Risk Management

• Ensure compliance with CBN, AML/CFT, KYC, and internal operational policies.
• Protect customer information and maintain confidentiality always.
• Identify and promptly report suspicious transactions or fraudulent activities.
• Ensure all customer interactions comply with regulatory and internal service standards.

Reporting

• Prepare daily and weekly customer service reports.
• Maintain accurate records of customer enquiries, complaints, and resolutions.
• Provide feedback on recurring customer issues and recommend service improvements.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Customer Complaint Resolution Turnaround Time (TAT)
• First Contact Resolution (FCR) Rate
• Customer Retention Rate
• Number of Successful Customer Onboarding Requests
• Accuracy of Customer Documentation
• Cross-Sell and Referral Performance
• Compliance with KYC and Regulatory Requirements
• Service Level Agreement (SLA) Adherence
• Audit and Compliance Rating

Requirements

• Bachelor's Degree or HND in Business Administration, Banking & Finance, Marketing, or a related field.
• Minimum of 2years' relevant experience in Customer Service within a Microfinance Bank (MFB).
• Strong understanding of customer service principles and banking operations.
• Experience with KYC documentation, account opening processes, and complaint resolution.
• Working knowledge of CBN regulations, AML/CFT requirements, and customer onboarding standards.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in Microsoft Office Suite and core banking applications.
• Ability to work under pressure while maintaining professionalism and attention to detail.
• Fluency in English and Hausa will be an added advantage.
• Must reside in Kano State, preferably within or around Dawakin Kudu and its environs.