Officer, Customer Service

Job Description

REQUIREMENTS

• High school diploma or higher education in business, finance, or related discipline .
• Minimum 2 years’ experience in banking, preferably in customer service or sales roles.
• Knowledge of banking products, services, and regulatory requirements.

RESPONSIBILITIES

Sales & Business Development

• Actively promote and cross-sell our client’s asset and liability products to new and existing customers.
• Identify customer needs and recommend our client’s suitable products and services.
• Generate product leads from walk-in customers, referrals, and personal outreach.
• Assist in meeting branch and individual sales targets.

Service Excellence & KPI Delivery

• Achieve personal and branch service KPIs, including:
• Net Promoter Score (NPS) through positive and professional customer engagement.
• Complaint resolution timelines for customer service issues within SLA.
• Service Request (SR) turnaround times in line with agreed standards.
• Mystery Shopping scores through consistent delivery of our client’s service standards.
• Handle customer queries, requests, and complaints professionally, escalating where necessary.
• Educate customers on FAB’s digital channels and self-service options.

Product Onboarding & Transactions

• Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
• Ensure product onboarding is completed without errors and in compliance with our client’s policies and regulatory guidelines.
• Process customer service requests efficiently, ensuring accuracy and SLA adherence.

Customer Relationship Management

• Maintain proactive communication with customers to build loyalty and strengthen relationships.
• Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
• Encourage customers to upgrade to higher-tier products and services where relevant.

Operational Discipline & Compliance

• Ensure all customer transactions and documentation comply with our client’s policies, operational risk controls, and regulatory requirements.
• Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
• Participate in mandatory compliance and operational training.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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