Customer Care Officer

Role Overview

Job Summary

Catilas Resources Limited on behalf of our client, a leading commercial Bank seeks to hire **highly motivated Customer Care Officers. **The ideal candidate would be performing the following responsibilities:

**Customer Service & Inquiry Handling **

• Respond to customer inquiries via phone, email, one-on-one interactions, etc.
• Provide information about banking products, services, policies, and procedures.
• Maintain a professional and positive attitude while assisting customers.

**Cash Handling & Tellering Functions **

• Process deposits, withdrawals, transfers, and payments accurately and efficiently.
• Handle cash transactions, verify amounts, and ensure accurate record-keeping.
• Reconcile daily transactions and balance cash drawers at the end of day.
• Issue cheques, drafts, and other banking instruments.

**Issue Resolution & Technical Support **

• Identify counterfeit notes and report suspicious transactions in compliance with regulatory guidelines.
• Resolve customer complaints promptly, ensuring a positive experience.
• Investigate discrepancies, identify root causes, and implement solutions.
• Assist customers with online and mobile banking issues, troubleshooting as needed.

**Request & Transaction Processing **

• Facilitate account opening, loan applications, and card issuance.
• Assist with order placements, transaction tracking, and processing.

**Customer Education & Cross-Selling **

• Educate customers on product features and benefits.
• Promote additional banking products and services, such as loans, savings plans, and investment options.
• Recommend upgrades or complementary financial solutions to meet customer needs.

**Records Management & Compliance **

• Update and maintain accurate customer records in the banking database.
• Document customer interactions, feedback, and resolutions.
• Adhere to banking regulations, anti-money laundering (AML) policies, and data protection guidelines.

**Collaboration & Performance Metrics **

• Work closely with other departments to ensure smooth issue resolution.
• Meet service metrics such as response time, resolution rate, and customer satisfaction scores.
• Contribute to process improvement initiatives and provide customer feedback to enhance services.

Continuous Improvement & Customer Experience

• Stay updated on banking policies, industry trends, and new financial products.
• Strive to exceed customer expectations and build long-term relationships.
• Ensure an empathetic and customer-focused approach in all interactions.

Requirements

Education Requirements:

• Candidate must be an Ordinary National Diploma (OND) holder in any field with a minimum of Lower Credit.
• Applicants must be 27 years old as of last birthday.

**Skills Requirements: **

• Banking operations experience is an added advantage.
• Strong numerical, problem-solving, and time-management skills.
• High level of accountability, efficiency, and accuracy.
• Proficiency in MS Office (Excel, Word, and Outlook).
• Excellent communication, interpersonal, and customer service skills.
• Integrity, professionalism, and a strong work ethic.

Location: Nationwide

Benefits

Salary is attractive including HMO, Pension, Leave and 13-Month Allowances.