Customer Service Officer

Job Description

Job Description

About the role

As a Customer Service Officer, you will be the face of the branch, responsible for delivering exceptional service to customers while ensuring all activities are completed accurately and within required timelines. You will support daily branch operations, provide guidance to customers, and uphold the bank’s service, compliance, and operational standards. This role is essential in creating a seamless customer experience and supporting the overall efficiency of the branch.

What You’ll Be Doing

• Delivering high‑quality service to customers and ensuring all transactions and tasks are completed accurately and on time.
• Resolving customer queries, providing guidance, and ensuring satisfaction while adhering to the Staff Code of Conduct.
• Supporting day‑to‑day branch operations under the supervision of the Line Manager.
• Managing and safeguarding key customer deliverables such as debit/credit cards, cheque books, statements, banking letters, digital access credentials, and more.
• Ensuring all service processes, procedures, and regulatory standards are followed.
• Supporting the bank’s digital migration efforts by guiding customers to use digital channels.
• Coordinating branch‑related initiatives, assisting with project activities, and helping improve processes.
• Maintaining awareness of the branch Business Continuity Plan and taking appropriate action during incidents or disruptions.
  

What We’re Looking For

• Strong customer‑service mindset with the ability to communicate clearly and professionally.
• High attention to detail, accuracy, and adherence to policies and procedures.
• Ability to work effectively as part of a team and support smooth branch operations.
• Willingness to learn, take initiative, and continuously improve knowledge and skills.
• Strong organisational skills and the ability to handle routine tasks efficiently under supervision.
• Behavioural competencies such as analytical thinking, teamwork, and initiative.
• Functional strengths in customer orientation and performance delivery.