Client Service Officer

To ensure that customer requests, complaints and queries received are acknowledged, understood and efficiently resolved within specified timelines or escalated to the appropriate area in order to deliver a positive client experience. To be 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.

Key Responsibilities

• Manage and resolve escalations and complex client issues by providing tailored solutions, ensuring high service quality and driving customer retention within the branch.
• Issue off-cycle statements at customer’s instance and keep records of all source instructions from customers.
• Process written inter-account transfer instructions and execute all financial transactions within approved limits of authority.
• Identify cross-selling and migration opportunities and sell products/services proactively.
• Educate customers on the benefits of the bank’s products and services to drive customer engagement and support business development goals.
• Maintain a high level of customer satisfaction by providing consistent, professional support to all branch visitors.