Business Segment: Personal & Private Banking
Location: NG, LA, Lagos, Ikeja Way
Job Type: Full-time
Job Ref ID: 80444439A-0001
Date Posted: 8/15/2025
Job Description
To ensure that customer service requests, complaints and queries, received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area (e.g. Network, subscriber billing, development). Responsible for providing specialized support and resolving complex queries and issues that frontline support personnel are unable to address, and therefore can be the first point of escalation for clients and frontline staff. To provide a branch reception function by identifying the customer's needs, recording, monitoring and allocating the customer to the appropriate area for assistance whilst maintaining a high level of integrity and ethical standards.
Job Responsibilities
Attend to telephonic queries regarding cheque books.
Receive and handle ATM cards according to laid-down policies and procedures and perform daily balancing of ATM cards in conjunction with the Asset Custodian.
Issue off-cycle statements at customer’s instance and take charges as appropriate and keep records of all source instructions from customers.
Identify cross-selling and migration opportunities and sell products/services reactively and participate in tactical sales/marketing activities as required.
Attend to the posting of all value transactions within own level of authority and advice Team Leader Frontline Support to verify all value transactions posted.
Process instructions for Cash Transfers (CT) according to laid-down policy, complete Customer Complaints Register and obtain source documents where applicable and log completed Customer Complaints on the appropriate Remedy Application on daily basis.
Qualifications
Minimum of First Degree
Experience Required
1-2 years experience in Branch banking and administrative experience, exposure to enquiries and query management.
Additional Information
Behavioural Competencies:
Documenting Facts
Embracing Change
Following Procedures
Team Working
Thinking Positively
Upholding Standards
Technical Competencies:
Banking Process & Procedures
Client Servicing
Customer Reception and Channelling
Product Knowledge (Consumer Banking)
Please note: All our recruitment processes comply with the applicable local laws and regulations. We will never ask for money or any from of payment as part of our recruitment process. If you experience this, please contact our Fraud line on +27 800222050 or [email protected]
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