Job Objective
Your role as Senior Customer Experience Officer is to ensure high-quality customer service by handling complex customer inquiries and transactions, resolving escalated issues, supporting customer acquisition and product adoption, and guiding team members to enhance customer satisfaction and achieve branch business objectives.
Main Tasks
- Handle cash-in and cash-out transactions, including higher-value or more complex transactions, in accordance with approved controls and authorization limits.
- Manage the accurate processing of deposits, withdrawals, transfers, bill payments, remittances, and other financial transactions while supporting complex transaction cases.
- Review daily cash balancing and reconciliation activities, investigate discrepancies, and coordinate their timely resolution or escalation.
- Monitor adherence to cash handling, custody, security, and transaction control procedures during daily branch activities.
- Detect, assess, and escalate suspicious, unusual, or potentially fraudulent transactions in accordance with AML/CFT requirements.
- Ensure transaction, operational, and branch records are complete, accurate, and maintained according to internal and regulatory requirements.
- Deliver a high-quality customer experience and support consistent application of service standards across branch interactions.
- Handle complex customer inquiries, complaints, service requests, and account-related issues, ensuring appropriate resolution and escalation.
- Oversee complex onboarding, account opening, activation, and profile update cases and ensure documentation requirements are properly fulfilled.
- Advise customers on products, services, digital channels, and financial solutions based on their needs.
- Monitor customer requests through the ticketing system, follow up on pending or escalated cases, and support timely resolution.
- Analyze customer feedback and recurring service issues and recommend improvements to customer experience and service delivery.
- Drive awareness and adoption of wallets, cards, remittances, payments, and other financial solutions among customers.
- Identify cross-selling and upselling opportunities and support achievement of branch commercial objectives.
- Review complex customer applications and documentation and address missing or inconsistent information when required.
- Contribute actively to branch sales, activation, customer acquisition, and portfolio growth targets.
- Resolve escalated ATM-related customer issues and coordinate technical or operational support when necessary.
- Ensure adherence to branch procedures, service standards, AML, KYC, fraud prevention, data privacy, and internal control requirements.
- Investigate and escalate operational incidents, discrepancies, suspicious activities, and security concerns while supporting corrective actions.
- Support and guide Junior and Mid-level Customer Experience Officers by sharing operational, product, compliance, and customer service knowledge.
Qualifications
- Bachelor's degree in business management or any related field.
- 4+ years of experience in customer service, retail, banking, or a related field.
- Previous experience handling escalations or mentoring team members is preferred.
- Professional proficiency in Local Language & English is required.
- Excellent customer service, communication, and complaint-handling skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Strong attention to detail, organization, and accuracy.
- Advanced cash handling, transaction processing, and reconciliation skills.
- Strong sales, cross-selling, and customer needs identification abilities.
- Strong proficiency in customer service systems and Microsoft Office applications.
- Ability to handle complex customer cases and operational escalations.
- Good coaching and knowledge-sharing skills to support junior team members.
