Customer Service Officer - Dawakin Kudu MFB

CredPal is a leading financial technology company that offers a comprehensive range of financial solutions, including credit cards and investment opportunities, to empower individuals. Our mission is to revolutionize access to credit and investment, enabling individuals to take charge of their financial well-being.

Our Microfinance Bank is committed to delivering accessible, reliable, and customer-centric financial services to individuals, SMEs, and communities across Kano State.

Job Title: Customer Service Officer

Job Type: Full Time

Level: Junior - Mid Level

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.
  

Benefits

• Opportunity to contribute to a growing microfinance institution committed to financial inclusion.
  

• Collaborative and performance-driven work environment.
  

• Career development and learning opportunities.
  

• Opportunity to make a meaningful impact by delivering exceptional customer experiences.