Junior Customer Support Officer at Choice Microfinance Bank

About the Role

• We are seeking a dynamic and customer-focused Junior Customer Support Officer. The successful candidate will be responsible for delivering exceptional customer service by handling inquiries, resolving customer issues, supporting retail banking operations, and promoting the Bank’s products and services while ensuring a seamless customer experience.

Key Responsibilities

• Serve as the first point of contact for customers through branch visits, telephone, email, WhatsApp, and other digital channels.
• Respond promptly and professionally to customer inquiries, complaints, and service requests.
• Open, maintain, and update customer accounts in line with the Bank’s policies and regulatory requirements.
• Assist customers with account-related services, including account opening, account maintenance, statement requests, and customer information updates.
• Support customers in the use of mobile banking, and internet banking.
• Handle customer complaints and ensure timely resolution or escalation in accordance with the Bank’s service standards.
• Identify customer needs and cross-sell appropriate banking products and services to support business growth.
• Maintain accurate records of customer interactions and service requests.
• Work closely with Branch Operations and other departments to ensure efficient service delivery.
• Ensure compliance with KYC, AML, data protection, and all applicable regulatory and internal policies.
• Contribute to achieving customer satisfaction, service quality, and business growth targets.

Qualifications & Skills

Qualifications

• Bachelor’s Degree in Banking, Finance, Business Administration, Marketing, Economics, or a related field.
• Minimum of 2 years’ experience in customer service, retail banking, branch operations or a similar role within a financial institution.

Skills & Competencies

• Excellent customer service and relationship management skills.
• Strong communication and interpersonal skills.
• Good knowledge of retail banking products and services.
• Ability to resolve customer complaints professionally and efficiently.
• Strong problem-solving and decision-making skills.
• Sales and cross-selling skills.
• High level of integrity, confidentiality and professionalism.
• Strong attention to detail and accuracy.