Branch Client Services Representative at Kuda Bank

Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.

To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.

We are recruiting to fill the position below:

Job Title:  Branch Client Services Representative

Location: Lagos, Nigeria
Job type: Full time

Job Summary

• The Branch Customer Service Officer is the human face of Kuda stationed at an experience centre and serving as the primary point of contact for walk-in customers thereby bridging the gap between our digital products and the everyday realities of the communities we serve.

Key Responsibilities
Customer Engagement & Service Delivery:

• Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
• Handle customer inquiries relating to accounts, transactions, digital products (app, POS, transfers), loans, and savings
• Guide customers through onboarding, account opening, BVN/NIN linkage, and KYC documentation in line with CBN Customer Due Diligence and KYC Regulations 2023
•   Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
• Process basic in-branch transactions accurately, including cash deposits, withdrawals, and balance inquiries.

Compliant Resolution & Escalation:

• Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels 
• Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation
• Follow up with customers to confirm satisfactory resolution of issues,

Product Knowledge & Cross-Selling:

• Maintain up-to-date knowledge of all the bank’s products including savings accounts, overdrafts, payment solutions, and investment instruments
• Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect
• Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets
• Support loan product awareness campaigns and assist customers with application documentation

Compliance & Regulatory Standards:

• Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank’s internal compliance frameworks
• Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request
• Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)
• Report suspicious transactions or behaviour to the Compliance Officer in line with EFCC/NFIU reporting obligations.

Branch Operations Support:

• Support daily branch opening and closing procedures, including cash counts and till balancing
• Maintain a clean, professional, and welcoming branch environment
• Accurately update customer records on the bank’s core banking system (CBS) or CRM platform
• Assist in the preparation of daily, weekly, and monthly branch customer service reports for management review.
• Participate in community outreach, financial literacy events, and market activations as required.

Key Performance Indicators

• Customer satisfaction score (CSAT) ≥ 80% quarter
• 80% First-contact resolution rate for walk-in complaints
• Turnaround time on complaint resolution (target: ≤24 hours for Tier 1 issues and immediate referral for other issues)
• 100% Accuracy rate on account opening and KYC documentation
•  Zero tolerance for regulatory infractions (KYC gaps, data breaches)
• Daily branch transaction log accuracy

Requirements

• Bachelor’s Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
• NYSC discharge certificate or exemption letter
• Proficiency in the use of digital/mobile applications
• 1 – 3 years’ experience in customer service, banking operations, or a related financial services role.

Skills & Competencies:
Functional Skills:

• Banking operations 
• KYC / AML compliance knowledge
• Digital banking & mobile app literacy
• CRM & core banking system usage
• Data entry and record keeping
• Complaint handling and escalation
• Basic financial product knowledge

Behavioural Skills:

• Empathy and emotional intelligence
• Strong interpersonal communication
• Customer-first mindset
• Patience and conflict resolution ability
• Attention to detail and accuracy
• Integrity and professional ethics
• Adaptability in a fast-changing environment
• Team collaboration and initiative.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should:
Click here to apply online