CUSTOMER SERVICE OFFICER

Job Description

Job Summary:

The Customer Service Officer I will be responsible for providing efficient and professional banking services to customers while ensuring the accurate processing of financial transactions and compliance with established banking procedures. The role involves handling cash deposits and withdrawals, verifying checks, managing cash operations, maintaining accurate transaction records, and delivering excellent customer service. The successful candidate will ensure compliance with Know Your Customer (KYC) requirements and contribute to smooth daily branch operations.

Educational Qualification:

• Bachelor's degree, Diploma, or TVET Level IV in Banking, Finance, Accounting, Microfinance, Business Administration, or a related field.

Required Experience:

• For Bachelor's degree holders: No prior work experience is required (0 years).
• For Diploma/TVET Level IV holders: Minimum of 5 years of relevant experience as a Teller, Customer Service Officer, or Cashier within microfinance institutions or commercial banking environments.
• Hands-on experience in cash handling, vault management, and entering financial transactions into Core Banking Systems (CBS).

Key Responsibilities:

• Provide professional and efficient customer service and respond to customer inquiries.
• Process customer deposits, withdrawals, transfers, and other financial transactions accurately.
• Handle cash operations and ensure proper cash counting and verification.
• Verify checks, customer documents, and transaction details in accordance with banking procedures.
• Ensure compliance with Know Your Customer (KYC) requirements and other applicable banking regulations.
• Maintain accurate transaction records and ensure proper posting of financial transactions into the Core Banking System (CBS).
• Assist in vault management and ensure the security of cash and other financial instruments.
• Reconcile daily cash balances and report any discrepancies to the appropriate supervisor.
• Maintain customer confidentiality and uphold professional and ethical standards.
• Ensure efficient service delivery and contribute to the smooth operation of the branch.

Required Skills and Competencies:

• High degree of accuracy in numerical calculations, cash counting, and transaction posting.
• Strong understanding of KYC requirements, check verification, and currency authenticity checks.
• Excellent customer service, communication, and interpersonal skills.
• Strong integrity, confidentiality, and ethical conduct.
• Ability to reconcile daily accounts accurately.
• Good attention to detail and problem-solving skills.
• Ability to work under pressure and handle multiple transactions efficiently.