Customer Support Officer at a Licensed Fintech-driven Microfinance Bank - Veridion Advisory Partners

Veridion Advisory Partners - Our client is a licensed fintech-driven microfinance bank positioned to redefine digital financial inclusion through technology-enabled lending, payments, and savings solutions. As a startup institution entering a critical growth phase, the organization is building a scalable digital banking model designed to serve individuals, SMEs, and underserved markets through secure, data-driven financial services aligned with CBN regulatory standards.

They are recruiting to fill the position below:

Job Title: Customer Support Officer

Location: Makurdi, Benue

Job Description

• The Customer Support Officer will be responsible for delivering excellent customer service by providing prompt, professional, and effective support to customers across all service channels.
• The role involves handling customer inquiries, resolving complaints, providing product and service information, and ensuring a seamless customer experience within a startup digital microfinance banking environment.
• The successful candidate will play a key role in building customer trust, driving satisfaction, and supporting the Bank’s commitment to service excellence.

Responsibilities

• Respond promptly to customer inquiries through phone, email, chat, and other communication channels.
• Resolve customer complaints and service issues in a timely and professional manner.
• Provide accurate information on the Bank’s products, services, and processes.
• Escalate complex customer issues to the appropriate units for resolution.
• Maintain detailed and accurate records of customer interactions and resolutions.
• Monitor customer requests and ensure timely follow-up.
• Support customer onboarding and account-related service requests.
• Assist customers with transaction-related inquiries and service challenges.
• Ensure compliance with customer service policies and operational procedures.
• Identify recurring customer issues and recommend service improvement initiatives.
• Support customer retention through excellent service delivery.
• Maintain confidentiality of customer information at all times.

Education

• Bachelor’s Degree or HND in Business Administration, Mass Communication, Banking and Finance, or related disciplines
• Relevant customer service certifications are an added advantage

Experience:

• Minimum of 5 years experience in customer service or customer support within banking, fintech, or financial services
• Experience handling customer complaints and service resolution
• Familiarity with customer support systems and CRM tools is an advantage
• Experience in digital banking or microfinance environment is an added advantage.

Skills:

• Strong customer service and relationship management skills
• Excellent verbal and written communication skills
• Strong problem-solving and complaint resolution ability
• High attention to detail and accuracy
• Patience, empathy, and professionalism
• Ability to work under pressure and manage multiple customer requests
• Basic understanding of digital banking operations
• Strong interpersonal and teamwork skills.

Other Requirements:

• High level of integrity and professionalism
• Strong sense of responsibility and accountability
• Customer-centric mindset
• Ability to work effectively in a startup environment
• Strong organizational and time management skills.

Application Closing Date
11th May, 2026.