Customer Service Officer

COMPANY: MICROFINANCE BANK (LAGOS)

JOB VACANCY: CUSTOMER SERVICE OFFICER

 

Position: Customer Service Officer

Reports to: Head, Operations

Location: Lagos, Nigeria

Employment Type: Full-Time

Application Deadline: 31 October 2026

About the Bank

This is a microfinance bank licensed by the Central Bank of Nigeria (CBN), committed to expanding access to inclusive financial services for micro, small and medium enterprises (MSMEs) and low-income households. The Bank is entering a new phase of growth, with a strategy built on technology-enabled financial inclusion, disciplined credit and strong governance.

As part of this strategy, the Bank seeks to appoint a customer-focused and professional Customer Service Officer who will be responsible for delivering excellent customer experiences, supporting account-related services and ensuring that customer enquiries and requests are handled promptly and appropriately. Role Summary

Serve as a key point of contact between the Bank and its customers by providing efficient, courteous and professional customer service.

The successful candidate will assist customers with account enquiries and service requests, support account opening and maintenance processes, resolve or escalate complaints, and ensure that customers receive accurate information about the Bank's products and services while maintaining appropriate regulatory and internal control standards.

Key Responsibilities ·       Attend to customers promptly and provide courteous, professional and accurate responses to their enquiries and service requests. ·       Assist customers with account opening, account maintenance, account updates and other approved customer service activities. ·       Provide customers with accurate information about the Bank's products, services, procedures and applicable requirements. ·       Verify customer information and documentation in accordance with approved customer identification and account-opening procedures. ·       Receive, document and resolve customer complaints within approved service standards and escalate unresolved matters appropriately. ·       Follow up on outstanding customer requests and ensure that customers receive timely feedback. ·       Maintain accurate and complete customer records and ensure that customer information is handled confidentially. ·       Support account enquiries, statement requests, transfers, account status requests and other routine customer service activities within delegated authority. ·       Work closely with Operations, Credit, Business Development and Compliance teams to resolve customer issues and facilitate efficient service delivery. ·       Identify customer needs and appropriately refer customers to relevant Bank products and services. ·       Maintain awareness of customer feedback and recurring service issues and recommend improvements where appropriate. ·       Apply approved KYC, AML/CFT, data protection and customer identification procedures when handling customer requests. ·       Escalate unusual transactions, suspicious activities, control concerns and other matters requiring specialist attention. ·       Maintain accurate records of customer complaints, enquiries, requests and resolutions for management reporting and monitoring. ·       Support customer retention and relationship-building initiatives to improve customer satisfaction and engagement. ·       Ensure that all customer interactions are conducted in accordance with the Bank's policies, procedures and service standards. ·       Perform other reasonable duties as may be assigned by Management in connection with the role. Requirements

·       A minimum of HND or Bachelor's degree in Business Administration, Marketing, Banking, Finance, Economics, Communication or a related field.

·       Minimum of two years' relevant experience in customer service, banking, microfinance, financial services, retail or another customer-facing environment.

·       Demonstrable experience handling customer enquiries, complaints and service requests professionally.

·       Good understanding of basic banking products, account services and customer onboarding processes.

·       Basic understanding of KYC, AML/CFT and customer information requirements.

·       Good computer literacy and ability to work with core banking systems and standard office applications.

·       Strong written and verbal communication skills.

·       Strong interpersonal and relationship-management skills.

·       Ability to maintain confidentiality and handle sensitive customer information appropriately.

·       Strong work ethic, reliability and a positive attitude.

·       Demonstrated integrity, patience and attention to detail.

Terms of Appointment

•      The appointment is shall be subject to a probationary period of six (6) months commencing from your effective date of employment

•      Remuneration is competitive and commensurate with experience, in line with the Bank's approved remuneration policy.

How to Apply

Interested and qualified candidates should submit the following documents by email to the email address provided, with the subject line “Application – Customer Service Officer

•      Copies of academic and professional credentials, including microfinance certification.

•      A cover letter stating suitability for the role.

Applications close on 31 October 2026. Only shortlisted candidates will be contacted. All applications will be treated in strict confidence.

This Microfinance Bank is an equal opportunity employer.