Branch Client Services Representative

About the role

Kuda is expanding its physical branch network to complement its mobile‑first banking platform. The Branch Client Services Representative will be the primary point of contact for walk‑in customers, helping bridge the gap between digital products and everyday community needs.

Key responsibilities

• Welcome and attend to walk‑in customers courteously, efficiently and professionally.
• Handle inquiries about 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 regulations.
• Provide hands‑on support for customers experiencing difficulty with mobile or digital banking platforms.
• Process basic in‑branch transactions accurately, including cash deposits, withdrawals and balance inquiries.
• Receive, log and resolve customer complaints; escalate complex issues to the Team Lead or back‑office as needed.
• Maintain up‑to‑date knowledge of all bank products and educate customers on features, eligibility, fees and usage.
• Identify customer needs and cross‑sell appropriate products to meet branch targets.

Required profile

• Customer‑focused attitude with a professional demeanor.
• Familiarity with CBN Customer Due Diligence and KYC Regulations (2023).
• Ability to handle cash transactions and basic banking operations accurately.
• Strong communication skills to explain products in clear, accessible language.

Required skills

• Experience using POS systems.
• Proficiency with digital banking platforms (mobile app, online banking).