Customer Service Officer (Banks)

The Purpose of the Job

The CustomerService Officer serves as the primary operational liaison between our clientand banking clients. The purpose of this role is to deliver responsive,high-quality customer support, coordinate seamless issue resolution, maintainservice excellence, and ensure effective communication throughout the entireservice delivery lifecycle. You will be the trusted voice and face of ourclient to our banking partners.

A Brief Description of the Person Specs

Our client is looking for a professional who is passionate about service excellence andbuilding lasting client relationships. You possess exceptional communicationskills, a problem-solving mindset, and the ability to remain calm underpressure. You thrive in a fast-paced banking environment, are highly organized,and understand the importance of confidentiality and accuracy when dealing withfinancial institutions and their customers.

Tasks, Duties & Responsibilities

·       Respond promptly andprofessionally to customer enquiries and service requests via phone, email, andother communication channels.

·       Coordinate with internaloperational teams (production, technical, logistics) to resolve customer issuesefficiently.

·       Provide timely updates andprogress reports to customers on the status of their service requests.

·       Maintain accurate anddetailed customer interaction records in the CRM system.

·       Monitor service requeststhrough to completion, ensuring timely closure and customer satisfaction.

·       Escalate critical customerissues to the appropriate management level where necessary, ensuring swiftresolution.

·       Support the achievement ofagreed service level commitments (SLAs) with banking clients.

·       Build positive,professional, and long-term relationships with banking clients.

·       Prepare customerservice performance reports for management review.

·       ldentify recurring issuesand recommend service improvements to enhance efficiency and clientsatisfaction.

·       Ensure the absoluteconfidentiality of all customer information and banking data.

·       Promote and uphold highstandards of customer satisfaction and service excellence at all times.

Skills Forte

·       Soft Skills:

o   Exceptional Communication: Clear, confident, andprofessional verbal and written communication skills.

o   Problem-Solving: Ability to think on your feet and resolveissues creatively and efficiently.

o   Attention to Detail: Meticulous accuracy in recording informationand processing requests.

o   Interpersonal Skills: Natural ability to build rapport and trustwith clients and internal teams.

o   Adaptability: Willingness to work shifts and adapt tochanging customer demands.

·       Technical Skills:

o   Computer Literacy: Proficiency in MS Office Suite and CRMsoftware.

o   Typing Skills: Fast and accurate typing for documentationand correspondence.

·       Core Competencies: Customer focus,service excellence, time management, confidentiality, and teamwork.

Requirements

Educational & Professional Qualifications

·       Education: A Bachelor's Degreeor Diploma in a relevant discipline (e.g. Business Administration,Communications, Banking, or a related field).

·       Experience: 1 to 3 years ofrelevant experience, preferably in a banking, financial services, or customerservice environment. 
Experience in a BPO or client-facing role within thebanking sector is a distinct advantage.

Benefits

Remuneration Package 

Our clientoffer a competitive compensation package designed to attract and retain toptalent in the banking services sector:

·       Salary: A competitive monthlygross salary. Commensurate with your; Qualifications, Level of Experience, andSpecific Location.
Roles based in Nairobi typically command the higher end of this scale.

·       Shift Allowance: An additional shiftallowance will be provided for officers working non-standard hours or rotatingshifts where applicable.

·       Benefits:

o   Comprehensive health insurance coverage

o   Pension/Retirement plan contributions.

o   Generous annual leave and paid public holidayentitlements.

·       Perks: A stable,professional working environment within the banking ecosystem, with access toongoing training, professional development opportunities, and clear careerprogression pathways.