Operations (Customer Care) at Ekondo Microfinance Bank

Job Description

• The Customer Service Officer is the primary point of contact for customers, responsible for handling account services, inquiries, and complaints while ensuring excellent customer experience and compliance with regulatory standards. The CSO also plays a role in promoting the bank’s products and supporting branch operations.

Key Responsibilities

• Open, update, and maintain customer accounts in line with KYC/AML regulations.
• Handle customer inquiries, requests, and complaints promptly and professionally.
• Process service requests including transfers, standing orders, cheque confirmations, and stop payments.
• Cross-sell and upsell bank products and services to customers.
• Maintain accurate and updated customer records.
• Escalate unresolved issues to the Branch Manager/Operations Head.
• Support other operations staff to ensure smooth branch activities.

Qualifications

• Education: HND/B.Sc. in Banking & Finance, Accounting, Business Administration, Economics, or related fields.
• Experience: 1–3 years in banking operations or customer service (microfinance experience is an added advantage).

Skills:

• Strong communication and interpersonal skills.
• Good knowledge of banking operations and regulatory requirements.
• Proficiency in Microsoft Office and banking applications.
• Ability to multitask and work under pressure.
• Customer-oriented mindset with problem-solving ability.