Customer Service Officer at FINEX Microfinance Bank - ACE Recruiters Limited

ACE Recruiters Limited - Our client, FINEX Microfinance Bank is recruiting to fill the position below:

Job Title: Customer Service Officer

Location: Ajah, Lagos
Employment Type: Full-time
Department: Customer Experience / Operations
Reports To: Branch Operations Manager

Job Summary

• The Customer Service Officer is responsible for delivering exceptional customer experience by handling inquiries, resolving complaints, and supporting daily banking operations.
• The role ensures customers receive prompt, accurate, and professional service while promoting the bank’s products and maintaining compliance with regulatory standards.

Key Responsibilities
Customer Service & Relationship Management:

• Serve as the first point of contact for customers, both physically and via phone/email
• Handle customer inquiries, requests, and complaints promptly and professionally
• Build and maintain strong customer relationships to enhance satisfaction and retention
• Provide accurate information on bank products, services, and policies

Account & Transaction Support:

• Assist customers with account opening, documentation, and KYC requirements
• Support customers with transactions such as deposits, withdrawals, and transfers
• Ensure all transactions are processed accurately and in line with bank procedures
• Maintain proper documentation and records of customer interactions

Complaint Resolution:

• Investigate and resolve customer complaints within agreed timelines
• Escalate complex issues to the appropriate department when necessary
• Follow up with customers to ensure resolution and satisfaction

Sales & Cross-Selling:

• Promote and cross-sell the bank’s products (savings, loans, digital services)
• Identify customer needs and recommend suitable financial solutions
• Support customer acquisition and retention initiatives

Compliance & Risk Management:

• Ensure strict adherence to KYC, AML, and regulatory requirements
• Maintain confidentiality of customer information
• Report suspicious transactions or activities in line with bank policies

Administrative Duties:

• Maintain accurate customer records and documentation
• Prepare daily/weekly reports on customer service activities
• Support general branch administrative functions

Key Performance Indicators (KPIs)

• Customer satisfaction score
• Complaint resolution turnaround time
• Number of new accounts opened
• Cross-selling / product uptake rate
• Accuracy in transaction processing
• Compliance adherence rate

Qualifications & Requirements

• Bachelor’s Degree or HND in Business Administration, Banking & Finance, or related field
• Minimum of 1 – 3 years experience in customer service, preferably in banking or financial services
• Strong communication and interpersonal skills
• Good knowledge of banking operations and customer service principles
• Proficiency in Microsoft Office and banking applications

Key Competencies:

• Customer-focused mindset
• Attention to detail and accuracy
• Problem-solving ability
• Professionalism and integrity
• Ability to work under pressure
• Team collaboration

Working Conditions:

• Full-time role based in Ajah, Lagos
• May require occasional weekend support depending on business needs

Salary
N150,000 monthly.

Application Closing Date
28th April, 2026.

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