Latest Jobs at Kuda Bank

Job Purpose

• The Retail Premium Relationship Manager is responsible for managing and growing relationships with high-value retail and premium individual customers. The role focuses on delivering personalised banking support, improving customer engagement and satisfaction, and ensuring premium customers receive a seamless, high-quality banking experience aligned with the strategic goals of the Customer Experience function and the business.

Key Responsibilities

• Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
• Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
• Proactively engage premium customers to drive satisfaction, retention, and product usage. 
• Ensure all customer queries are handled promptly, professionally, and within defined service levels
• Collaborate with internal teams to resolve customer issues efficiently.
• Support onboarding and activation of premium customers ensuring accurate KYC processes.
• Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
• Monitor customer engagement trends and proactively address service gaps.
• Provide regular updates and reports on portfolio performance and customer insights.
• Support initiatives aimed at improving customer experience and premium service offerings.
• Stay informed on emerging trends in retail banking and premium customer engagement.
• Build strong internal relationships to enhance service delivery.
• Act as an escalation point for complex premium customer concerns.
• Maintain accurate customer records and contribute to customer profiling and segmentation.
• Maintain high customer experience standards and ensure premium service delivery.
• Identify opportunities to improve customer journeys, onboarding, and engagement processes.
• Prepare periodic portfolio performance and customer engagement reports.
• Any other duties as assigned

Skills

• Strong interpersonal and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage high-value customer relationships professionally and discreetly.
• Strong understanding of retail banking products and services.
• Strong analytical and problem-solving skills.
• Ability to influence and engage customers effectively.
• Customer-focused mindset with high attention to detail.
• Proficiency in CRM systems, banking platforms, and digital tools.
• Ability to manage multiple customer relationships simultaneously

Requirements

• Minimum of 2–3 years experience in retail banking, relationship management, or customer experience roles
• Experience managing high-value or premium customers is an added advantage.
• Familiarity with CRM systems and digital banking platforms.

Technical Competencies

Problem solving 

• Ability to analyse customer needs and provide suitable financial solutions. 
• Ability to manage complex customer requests and resolve issues efficiently.
• Strong listening and probing skills to fully understand customer requirements
• Ability to provide tailored solutions aligned with customer financial goals.

Knowledge 

• Good understanding of retail banking products and services. 
• Knowledge of regulatory requirements and compliance standards in financial services.. 
• Understanding of customer segmentation and premium banking services. 
• Familiarity with bank policies and processes
• High level of analytical and communication skills.

Personal Competencies

• Good verbal communication skills – sincere and articulate. 
• Customer-centric and service-oriented mindset.
• Result-driven with focus on portfolio growth and retention.
• Ability to build trust and long-term relationships with premium customers.
• Strong attention to detail and accuracy. 
• Ability to work under pressure and manage sensitive customer situations calmly.
• Self-motivated with high integrity and professionalism

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Job Purpose

Kuda is a digitally-driven MFB now expanding and  establishing physical branch networks to complement its mobile-first offerings. The expansion is designed to resolve disputes face-to-face, and deepen financial inclusion across instituted locations

The Branch Customer Service Officer is the human face of Kuda stationed at an experience centre and serving as the primary point of contact for walk-in customers thereby bridging the gap between our digital products and the everyday realities of the communities we serve.

Key Responsibilities

Customer Engagement & Service Delivery

• Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
• Handle customer inquiries relating to accounts, transactions, digital products (app, POS, transfers), loans, and savings
• Guide customers through onboarding, account opening, BVN/NIN linkage, and KYC documentation in line with CBN Customer Due Diligence and KYC Regulations 2023
•   Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
• Process basic in-branch transactions accurately, including cash deposits, withdrawals, and balance inquiries.

Compliant Resolution & Escalation

• Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels 
• Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation
• Follow up with customers to confirm satisfactory resolution of issues,

Product Knowledge & Cross-Selling

• Maintain up-to-date knowledge of all the bank’s products including savings accounts, overdrafts, payment solutions, and investment instruments
• Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect
• Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets
• Support loan product awareness campaigns and assist customers with application documentation

Compliance & Regulatory Standards

• Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank’s internal compliance frameworks
• Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request
• Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)
• Report suspicious transactions or behaviour to the Compliance Officer in line with EFCC/NFIU reporting obligations.

Branch Operations Support

• Support daily branch opening and closing procedures, including cash counts and till balancing
• Maintain a clean, professional, and welcoming branch environment
• Accurately update customer records on the bank’s core banking system (CBS) or CRM platform
• Assist in the preparation of daily, weekly, and monthly branch customer service reports for management review.
• Participate in community outreach, financial literacy events, and market activations as required.

Skills & Competencies

Functional Skills

• Banking operations 
• KYC / AML compliance knowledge
• Digital banking & mobile app literacy
• CRM & core banking system usage
• Data entry and record keeping
• Complaint handling and escalation
• Basic financial product knowledge

Behavioural Skills

• Empathy and emotional intelligence
• Strong interpersonal communication
• Customer-first mindset
• Patience and conflict resolution ability
• Attention to detail and accuracy
• Integrity and professional ethics
• Adaptability in a fast-changing environment
• Team collaboration and initiative

Key Performance Indicators

• Customer satisfaction score (CSAT) ≥ 80% quarter
• 80% First-contact resolution rate for walk-in complaints
• Turnaround time on complaint resolution (target: ≤24 hours for Tier 1 issues and immediate referral for other issues)
• 100% Accuracy rate on account opening and KYC documentation
•  Zero tolerance for regulatory infractions (KYC gaps, data breaches)
• Daily branch transaction log accuracy

Requirements

• Bachelor’s Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
• NYSC discharge certificate or exemption letter
•  Proficiency in the use of digital/mobile applications
• 1 – 3 years’ experience in customer service, banking operations, or a related financial services role.