- Kuda is a digitally-driven MFB now expanding and establishing physical branch networks to complement its mobile-first offerings.
- The expansion is designed to resolve disputes face-to-face, and deepen financial inclusion across instituted locations
- The Branch Customer Service Officer is the human face of Kuda stationed at an experience centre and serving as the primary point of contact for walk-in customers thereby bridging the gap between our digital products and the everyday realities of the communities we serve.
Key Responsibilities
Customer Engagement & Service Delivery:
- Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
- Handle customer inquiries relating to 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 Customer Due Diligence and KYC Regulations 2023
- Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
- Process basic in-branch transactions accurately, including cash deposits, withdrawals, and balance inquiries.
Compliant Resolution & Escalation:
- Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels
- Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation
- Follow up with customers to confirm satisfactory resolution of issues,
Product Knowledge & Cross-Selling:
- Maintain up-to-date knowledge of all the bank's products including savings accounts, overdrafts, payment solutions, and investment instruments
- Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect
- Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets
- Support loan product awareness campaigns and assist customers with application documentation
Compliance & Regulatory Standards:
- Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank's internal compliance frameworks
- Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request
- Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)
- Report suspicious transactions or behaviour to the Compliance Officer in line with EFCC/NFIU reporting obligations.
Branch Operations Support:
- Support daily branch opening and closing procedures, including cash counts and till balancing
- Maintain a clean, professional, and welcoming branch environment
- Accurately update customer records on the bank's core banking system (CBS) or CRM platform
- Assist in the preparation of daily, weekly, and monthly branch customer service reports for management review.
- Participate in community outreach, financial literacy events, and market activations as required.
Key Performance Indicators
- Customer satisfaction score (CSAT) ≥ 80% quarter
- 80% First-contact resolution rate for walk-in complaints
- Turnaround time on complaint resolution (target: ≤24 hours for Tier 1 issues and immediate referral for other issues)
- 100% Accuracy rate on account opening and KYC documentation
- Zero tolerance for regulatory infractions (KYC gaps, data breaches)
- Daily branch transaction log accuracy
- Bachelor's Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
- NYSC discharge certificate or exemption letter
- Proficiency in the use of digital/mobile applications
- 1 - 3 years' experience in customer service, banking operations, or a related financial services role.
Skills & Competencies:
Functional Skills:
- Banking operations
- KYC / AML compliance knowledge
- Digital banking & mobile app literacy
- CRM & core banking system usage
- Data entry and record keeping
- Complaint handling and escalation
- Basic financial product knowledge
- Empathy and emotional intelligence
- Strong interpersonal communication
- Customer-first mindset
- Patience and conflict resolution ability
- Attention to detail and accuracy
- Integrity and professional ethics
- Adaptability in a fast-changing environment
- Team collaboration and initiative.
- At Kuda, our people are the heart of our business, so we prioritise your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
- A great and upbeat work environment populated by a multinational team
- Pension
- Career Development & growth
- Competitive annual leave plus bank holidays
- Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
- Group life insurance
- Medical insurance
- Well-fare package (Wedding, Compassionate and etc)
- Awards
- Goal - employee wellness app
- Award winning L&D training
- We are advocates of work-life balance, working in a hybrid in office schedule.