Client Services Officer

About the role

The Client Services Officer provides comprehensive investigation, diagnosis and resolution of client inquiries, requests, compliments and complaints. The role aims to maintain a positive client experience while minimising risk and losses to the business.

Key responsibilities

• Verify client requests against existing data and obtain appropriate approvals to safeguard account information.
• Capture all queries in the query management system, ensuring records of actions, steps taken and communications meet SLA requirements.
• Troubleshoot and resolve first‑level client cases promptly for assigned clients.
• Process manual instructions on Eximbills Enterprise, following SOPs to acquire approvals and execute transactions within policy.
• Conduct root‑cause analysis to optimise resolution turnaround and prevent recurrence.
• Liaise with internal stakeholders to determine optimal resolutions, instruct processing teams, and keep clients informed.
• Educate clients on self‑service and digital platforms, and generate reports providing a single view of client activity.
• Monitor irregularities, report incidents, and assist with financial performance monitoring.

Required profile

• Diploma in Business Commerce, Consumer Services or related field.
• 3‑4 years of experience in service management, client support or banking operations.
• Proficient knowledge of banking products, services and channels, with ability to interact across multiple internal stakeholders.