Customer Service Officer - Dawakin Kudu MFB

About the role

CredPal's Microfinance Bank in Kano is looking for a full-time Customer Service Officer (junior to mid level) to act as the first point of contact for customers across walk-ins, calls, emails and digital channels. The officer resolves enquiries, complaints and account requests, promotes the Bank's products and maintains a superior customer experience.

Key responsibilities

• Serve as the main contact for walk-in customers, telephone enquiries, emails and digital channels, responding promptly and professionally.
• Process account opening requests, ensure documentation is complete, and carry out KYC and CDD checks in line with regulatory requirements.
• Educate customers on products, services and digital banking channels, and build strong customer relationships.
• Investigate and resolve complaints within agreed turnaround times, escalate complex issues and keep a complaint register.
• Support daily branch operations, assist with account maintenance, card requests and statement generation, and document all interactions.
• Identify cross-selling opportunities, refer prospects to the Sales Team and promote savings, loans and digital banking services.
• Ensure compliance with CBN, AML/CFT, KYC and internal policies, and report suspicious transactions.
• Prepare daily and weekly reports, record enquiries and complaints, and suggest service improvements.

Required profile

• Bachelor's degree or HND in Business Administration, Banking & Finance, Marketing or a related field.
• At least 2 years of customer service experience in a microfinance bank.
• Experience with KYC documentation, account opening and complaint resolution.
• Working knowledge of CBN regulations, AML/CFT requirements and customer onboarding standards.
• Fluency in English and Hausa is an added advantage; must live in Kano State, preferably near Dawakin Kudu.

Required skills

• Excellent communication, interpersonal and problem-solving skills.
• Proficiency in Microsoft Office Suite and core banking applications.
• Ability to work under pressure with attention to detail.

What we offer

• A collaborative, performance-driven work environment.
• Career development and learning opportunities.