Officer, Customer Service

About This Role

Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.

Responsible for processing account opening, product onboarding, service requests, and after-sales transactions while meeting service KPIs — including NPS, complaint resolution timelines, service request turnaround, and mystery shopping scores — and ensuring full adherence to FAB policies and regulatory requirements.

Acts as the primary point of customer interaction in the branch, promoting FAB products and services, supporting sales growth, and enhancing customer satisfaction.

Sales & Business Development

• Actively promote and cross-sell FAB asset and liability products to new and existing customers.
• Identify customer needs and recommend suitable FAB products and services.
• Generate product leads from walk-in customers, referrals, and personal outreach.
• Assist in meeting branch and individual sales targets.

Service Excellence & KPI Delivery

• Achieve personal and branch service KPIs, including:
• Net Promoter Score (NPS) through positive and professional customer engagement.
• Complaint resolution timelines for customer service issues within SLA.
• Service Request (SR) turnaround times in line with agreed standards.
• Mystery Shopping scores through consistent delivery of FAB service standards.
• Handle customer queries, requests, and complaints professionally, escalating where necessary.
• Educate customers on FAB’s digital channels and self-service options.

Product Onboarding & Transactions

• Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
• Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
• Process customer service requests efficiently, ensuring accuracy and SLA adherence.

Customer Relationship Management

• Maintain proactive communication with customers to build loyalty and strengthen relationships.
• Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
• Encourage customers to upgrade to higher-tier products and services where relevant.

Operational Discipline & Compliance

• Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
• Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
• Participate in mandatory compliance and operational training.

Treat compliance as a mandatory requirement, not a KPI.

Minimum Qualification

• High school diploma or higher education in business, finance, or related discipline.

Minimum Experience

• Minimum 2 years’ experience in banking, preferably in customer service or sales roles.

Knowledge of banking products, services, and regulatory requirements.