Customer Service Officer – Dawakin Kudu MFB at CredPal

CredPal is an innovative solution that seeks to combat the ever complex loan approval process that has deterred millions from achieving specific gaols over the years. We believe quality of life can be drastically improved if individuals can easily make purchases and pay overtime at their convenience with reduced or no financial pressure, while also increasing their purchasing capabilities.
Purpose Statement

We are seeking a professional, customer-focused, and service-oriented Customer Support Officer to deliver exceptional customer service across all customer touchpoints.
The successful candidate will serve as the first point of contact for customers, ensuring timely resolution of enquiries, complaints, account-related requests, and transaction issues while promoting the Bank's products and maintaining a superior customer experience.

Customer Service & Relationship Management

Serve as the primary point of contact for walk-in customers, telephone enquiries, emails, and digital channels.
Deliver excellent customer service by responding promptly and professionally to customer enquiries and complaints.
Build and maintain strong customer relationships to promote satisfaction, loyalty, and retention.
Educate customers on the Bank's products, services, and digital banking channels.

Account Opening & Customer Onboarding

Process account opening requests and ensure all required documentation is complete.
Conduct Know Your Customer (KYC) and Customer Due Diligence (CDD) checks in line with regulatory requirements.
Ensure customer information is accurately captured and maintained.

Complaint Resolution

Investigate and resolve customer complaints within agreed turnaround times.
Escalate complex issues to the appropriate department where necessary.
Maintain a complaint register and ensure timely follow-up until resolution.

Operational Support

Support daily branch operations by processing customer requests efficiently.
Assist customers with account maintenance requests, card requests, statement generation, and other service requests.
Ensure proper documentation of all customer interactions and transactions.

Sales & Cross-Selling

Identify opportunities to cross-sell the Bank's products and services.
Support customer acquisition initiatives by referring prospects to the Sales Team.
Promote savings products, loans, digital banking services, and other offerings.

Compliance & Risk Management

Ensure compliance with CBN, AML/CFT, KYC, and internal operational policies.
Protect customer information and maintain confidentiality always.
Identify and promptly report suspicious transactions or fraudulent activities.
Ensure all customer interactions comply with regulatory and internal service standards.

Reporting

Prepare daily and weekly customer service reports.
Maintain accurate records of customer enquiries, complaints, and resolutions.
Provide feedback on recurring customer issues and recommend service improvements.

Key Performance Indicators (KPIs)

Customer Satisfaction Score (CSAT)
Customer Complaint Resolution Turnaround Time (TAT)
First Contact Resolution (FCR) Rate
Customer Retention Rate
Number of Successful Customer Onboarding Requests
Accuracy of Customer Documentation
Cross-Sell and Referral Performance
Compliance with KYC and Regulatory Requirements
Service Level Agreement (SLA) Adherence
Audit and Compliance Rating

Requirements

Bachelor's Degree or HND in Business Administration, Banking & Finance, Marketing, or a related field.
Minimum of 2years' relevant experience in Customer Service within a Microfinance Bank (MFB).
Strong understanding of customer service principles and banking operations.
Experience with KYC documentation, account opening processes, and complaint resolution.
Working knowledge of CBN regulations, AML/CFT requirements, and customer onboarding standards.
Excellent communication, interpersonal, and problem-solving skills.
Proficiency in Microsoft Office Suite and core banking applications.
Ability to work under pressure while maintaining professionalism and attention to detail.
Fluency in English and Hausa will be an added advantage.
Must reside in Kano State, preferably within or around Dawakin Kudu and its environs.