Client Service Officer – Banking

About the role

To ensure that customer service requests, complaints and queries are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area, delivering a positive client experience. The role also provides specialized support for complex queries that frontline staff cannot address, acting as the first point of escalation.

Key responsibilities

• Attend to telephonic queries regarding cheque books.
• Receive and handle ATM cards according to policies and perform daily balancing with the Asset Custodian.
• Issue off‑cycle statements on customer request and apply appropriate charges.
• Identify cross‑selling and migration opportunities and sell products/services reactively.
• Post value transactions within authority and advise the Team Leader Frontline Support.
• Process cash transfer instructions, complete the Customer Complaints Register and log complaints in the Remedy application.

Required profile

• Minimum first degree in a relevant discipline.
• 1–2 years experience with bank products, compliance procedures and financial services regulations.
• Previous branch banking experience.
• Behavioural competencies: articulating information, embracing change, establishing rapport, following procedures, managing tasks, meeting timescales, producing output, seizing opportunities, showing composure, team working, upholding standards, valuing individuals.

Required skills

• Active listening
• Banking processes and procedures
• Customer understanding (consumer banking)
• Product and services knowledge
• Risk identification
• Telephone caller handling