Customer Success & Operations Officer

The Operations & Customer Service Associate/Officer is responsible for ensuring seamless transaction processing, reconciliation, and exceptional customer service delivery. The role involves handling customer inquiries, resolving issues, and supporting operational processes to ensure efficiency and compliance with organizational policies.

Responsibilities

• Accurately post and process customer transactions (transfers (Intra & Inter), and loan disbursements) in compliance with established procedures.
• Perform daily reconciliation of transactions to ensure accuracy and resolve discrepancies promptly.
• Maintain up-to-date records of all transactions and generate reports as required.
• Collaborate with the finance team to ensure timely and error-free reconciliation of accounts.
• Respond to customer inquiries and resolve issues promptly via phone, email, chat, or in-person, ensuring adherence to SLAs.
• Provide accurate information about products, services, and processes to customers.
• Escalate complex customer issues to the appropriate department for resolution.
• Maintain a high level of professionalism and empathy in all customer interactions
• Assist in the implementation and optimization of operational processes to improve efficiency.
• Ensure compliance with company policies, SOPs, and regulatory requirements (e.g., CBN, NDIC).

Requirements

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related field.
• Minimum of 1 year of experience in operations, customer service, or a similar role, preferably in the banking or fintech industry.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and experience with banking software (e.g., BankOne, or any CBA) is an advantage.
• Strong communication, problem-solving, and interpersonal skills.