Customer Service Officer

Job Summary

Department: Operations

Supervisor: The Operations Supervisor

Location: Lekki, Lagos (Proximity to Lekki is an added advantage)

Job Type: Full-time (one-day remote)

Job Summary:

Provides support to clients by addressing inquiries, resolving issues and ensuring a positive customer experience.

KEY ROLES AND RESPONSIBILITIES

1. Customer Interaction:
• Serve as the primary point of contact for customers seeking assistance or information.
• Provide clear and accurate information regarding bank products and services.

2. Issue Resolution:
• Address and resolve customer complaints, concerns, and issues promptly and effectively.
• Escalate complex issues to higher management or specialized departments as needed.

3. Account Management:
• Assist customers with account-related transactions, including account openings, closures, and updates.
• Help customers with loan applications, account statements, and other financial documentation.

4. Transaction Processing:
• Process financial transactions such as deposits, withdrawals, and transfers accurately.
• Ensure compliance with bank policies and procedures during transaction processing.

5. Customer Support:
• Provide support for online and mobile banking services, helping customers navigate digital platforms.
• Assist with troubleshooting technical issues related to banking services.

6. Product Knowledge:
• Stay informed about the bank’s products, services, and promotions to provide accurate information to customers.
• Educate customers about the features and benefits of various financial products.

7. Record Keeping:
• Maintain accurate and up-to-date records of customer interactions and transactions.
• Document and report customer feedback and suggestions to improve service quality.

8. Compliance and Security:
• Ensure adherence to banking regulations, compliance standards, and security protocols.
• Verify customer identities and perform KYC (Know Your Customer) checks as required.

9. Customer Relationship Building:
• Foster positive relationships with customers through proactive service and personalized attention.
• Identify opportunities for cross-selling or upselling bank products based on customer needs.

10. Administrative Duties:
• Perform routine administrative tasks such as filing, data entry, and correspondence.
• Prepare and process reports related to customer service activities and performance metrics.

11. Training and Development:
• Participate in ongoing training to stay current with banking practices and customer service techniques.
• Contribute to the development of training materials and customer service policies.

12. Feedback and Improvement:
• Gather and analyze customer feedback to identify areas for service improvement.
• Collaborate with other departments to address service issues and implement enhancements.

Qualifications and Skills:

• Bachelor’s degree in business administration, communications, or a related field.
• Previous customer service experience is beneficial.
• Professional certification in CCA, CFA, or similar credentials demonstrating expertise in credit risk management.
• Excellent communication and problem-solving skills.
• Strong customer service orientation.
• Ability to handle complaints and resolve issues effectively.
• Proficiency in customer service software and Microsoft Office.
• Attention to detail and accuracy

How to Apply

Interested and qualified candidates should send their updated resume to hr@pecantrust.com using the job title as the subject of the email.