Key Responsibilities
Customer Service Functions
Serve as the first point of contact for customers, addressing inquiries, complaints, and service requests professionally.
Provide information on the bank's products and services, including savings, loans, and other financial solutions.
Maintain strong customer relationships to enhance satisfaction and retention.
Resolve customer issues promptly or escalate when necessary.
Teller/Cash Handling Functions
Process cash deposits, withdrawals, transfers, and other financial transactions accurately.
Verify customer identity and ensure all transactions comply with KYC and regulatory requirements.
Balance cash drawers and reconcile transactions at the end of each day.
Detect and report suspicious or fraudulent transactions in line with internal controls.
Operational Support
Maintain proper documentation and records of all transactions.
Support account opening processes and ensure completeness of customer documentation.
Ensure strict adherence to internal controls, policies, and procedures.
Assist in branch administrative and operational tasks as required.
Compliance & Risk Management
Ensure compliance with regulatory requirements and company policies.
Maintain confidentiality of customer and company information.
Identify operational risks and escalate issues promptly.
Key Performance Indicators (KPIs)
Transaction accuracy rate
Customer satisfaction levels
Cash balancing discrepancies (if any)
Turnaround time for customer service
Compliance with policies and procedures
Qualifications & Experience
Minimum of HND/B.Sc. in Banking & Finance, Business Administration, or related field
1 - 3 years experience in a similar role, preferably in microfinance or banking
Basic knowledge of financial services and products
Skills & Competencies
Strong numerical and cash-handling skills
Excellent communication and interpersonal skills
High level of integrity and attention to detail
Customer-focused with problem-solving abilities
Ability to work under pressure and meet deadlines
Basic computer proficiency (MS Office and banking applications)