Customer Service Officer

About the role

The Customer Service Officer works on the front line of a bank branch, delivering daily operational support and ensuring a high‑quality experience for clients. The role involves handling cash and controlled items, onboarding new accounts, and referring customers to appropriate business units while adhering to regulatory and risk‑management standards.

Key responsibilities

• Perform frontline duties, complying with all regulatory requirements and bank processes.
• Handle Over‑the‑Counter (OTC) transactions, including cash deposits, withdrawals, time‑deposit placements, and account onboarding requests.
• Identify and report any branch‑level issues or shortfalls to the relevant unit for follow‑up.
• Meet customer‑service SLA targets to ensure a positive client experience.
• Maintain and safeguard controlled items such as cash and stock.
• Provide consistent, high‑quality service to all branch customers.

Required profile

• Degree or diploma in Banking, Business, Finance or a related field.
• Less than 3 years of experience in a customer‑service environment, preferably within banking.
• Excellent interpersonal and communication skills.
• Meticulous, logical, and detail‑oriented with the ability to manage multiple tasks.
• Team player with a positive attitude, professionalism, strong work ethic, and high integrity.
• Self‑motivated and driven to achieve personal and branch goals.

Required skills