Customer Service Agent

Responsibilities:

• Provide timely and professional support to customers via phone, email, live chat, social media, and other digital channels, ensuring prompt resolution of enquiries and requests.
• Manage customer complaints by logging, investigating, resolving, and escalating complex issues within agreed service level agreements (SLAs).
• Educate customers on the bank's products, digital banking platforms, and self-service solutions to promote product adoption and enhance customer experience.
• Maintain accurate records of customer interactions, complaints, and resolutions using CRM and customer support systems in line with regulatory and audit requirements.
• Ensure compliance with the bank's policies, CBN consumer protection guidelines, data privacy requirements, and internal service quality standards.
• Collaborate with Operations, Product, Compliance, and Technology teams to resolve customer issues efficiently and improve service delivery.
• Participate in quality assurance reviews, training programs, and continuous improvement initiatives to enhance customer support processes.
• Identify recurring customer issues and provide feedback to support service improvements and operational efficiency.

Requirements:

• Bachelor's degree in any relevant discipline.
• Minimum of 1–3 years of experience in customer service within banking, fintech, financial services, telecommunications, or a similar customer-focused environment.
• Good understanding of customer service principles, digital banking products, and multi-channel support operations.
• Experience using CRM or customer support/ticketing systems is an added advantage.
• Knowledge of CBN consumer protection guidelines, complaint management processes, and data privacy requirements is desirable.
• Strong communication, problem-solving, conflict resolution, and interpersonal skills with a customer-first mindset.
• High level of professionalism, empathy, attention to detail, and the ability to work effectively in a fast-paced digital banking environment, including shifts where required.