Job Description

Job Title: Customer Service Officer

Industry: Microfinance Banking | Financial Services

Reports To: Branch Operations Manager

Location: Lagos, Nigeria

Work Structure: Full-Time

Remuneration: ₦200,000 – ₦300,000 Monthly Gross

Client Overview
Our client is a customer-focused financial institution providing tailored banking solutions designed to meet the personal and business needs of individuals and organizations. The institution is committed to delivering reliable, accessible, and technology-enabled financial services while maintaining strong customer service, operational, and compliance standards.

Role Summary
Our client is seeking a customer-focused and relationship-oriented Customer Service Officer to serve as a key point of contact for customers. The successful candidate will handle customer enquiries, resolve service issues, support account opening and onboarding, maintain accurate customer records, and promote relevant financial products and services.

Key Responsibilities

Customer Service & Relationship Management

• Serve as a primary contact for customers, responding promptly and professionally to enquiries.
• Provide accurate information on account services, products, transactions, and general banking procedures.
• Build positive relationships with customers and ensure a consistently high-quality service experience.
• Identify customer needs and recommend appropriate products or services.

Complaint Resolution

• Receive, investigate, and resolve customer complaints within established service standards.
• Follow up on unresolved issues and coordinate with relevant departments to ensure timely resolution.
• Escalate complex or sensitive complaints to the appropriate supervisor or department.
• Maintain records of customer complaints, resolutions, and follow-up actions.

Customer Onboarding & Account Support

• Support new customer onboarding and account opening processes.
• Verify required customer documentation and ensure compliance with established onboarding procedures.
• Assist customers with account-related requests, updates, and service issues.
• Maintain accurate and up-to-date customer information and records.

Product Promotion & Customer Retention

• Promote relevant banking and financial products based on customer needs.
• Identify opportunities for cross-selling and referrals to support branch revenue objectives.
• Follow up with customers to strengthen relationships and encourage continued use of the institution's services.
• Gather customer feedback and share insights that can improve products and service delivery.

Requirements
Education

• HND or Bachelor's Degree in any discipline.
• Relevant training or certification in Customer Service, Banking, Marketing, or Relationship Management is an added advantage.

Experience

• 2–3 years of relevant experience in customer service, banking, microfinance, financial services, or a related environment.
• Proven experience handling customer enquiries and resolving complaints.
• Experience in customer onboarding, account support, or financial product promotion is an advantage.
• Strong communication and relationship management skills.
• Ability to work effectively in a customer-facing and fast-paced environment.

Technical Competencies

• Customer Relationship Management
• Complaint Resolution
• Customer Onboarding
• Account Administration
• Product Knowledge
• Communication
• Microsoft Office
• Customer Records Management

Core Competency
Customer Experience Management — ability to understand customer needs, resolve service issues effectively, build lasting relationships, and deliver a consistently positive customer experience.