Senior Customer Service Officer

Branch Customer Service & Audit Officer

About the Job

The role is responsible for ensuring high-quality customer service delivery while maintaining compliance with the Bank’s policies, procedures, and applicable regulations. It also involves conducting daily operational reviews and audits of branch transactions to ensure accuracy, legitimacy, and adherence to internal controls. The position supports both service excellence and operational integrity within the branch.

Main Duties and Responsibilities:

• Oversee and assess customer service staff activities and provide regular performance feedback.
• Monitor daily customer service operations and ensure smooth workflow.
• Support customer service staff in performing their duties when required.
• Train staff on customer service standards and company policies.
• Manage customer flow to ensure efficient service delivery.
• Monitor and verify returns, exchanges, and void transactions.
• Investigate and resolve customer complaints in a timely manner.
• Support the development and implementation of service policies and communicate them to staff and customers.
• Maintain proper documentation of customer service activities.
• Review all transactions and supporting documents daily to verify accuracy and legitimacy.
• Provide assurance on compliance with policies, procedures, regulatory directives, and applicable laws.
• Assess branch operations to ensure adherence to internal operating procedures and controls.

About You

Qualification:

• Bachelor’s degree in Accounting, Management, Economics, or related fields.

Experience:

• 3 years of relevant banking experience.
• IFB training certification is advantageous.

Skills Required:

• Accounting / Finance
• Economics / Statistics
• Sales / Marketing / Business / Management