Customer Service Officer (Banks)

About the role

The Customer Service Officer will act as the primary liaison between our client and its banking partners, delivering high‑quality support and ensuring smooth issue resolution throughout the service lifecycle. You will be the trusted voice representing the client to banking customers, maintaining professionalism and confidentiality at all times.

Key responsibilities

• Respond promptly to customer enquiries via phone, email and other channels.
• Coordinate with internal teams (production, technical, logistics) to resolve issues efficiently.
• Provide regular updates and progress reports to customers on service requests.
• Maintain accurate interaction records in the CRM system.
• Monitor requests to completion, ensuring timely closure and satisfaction.
• Escalate critical issues to management when necessary.
• Support achievement of service level agreements (SLAs) with banking clients.
• Build and maintain long‑term professional relationships with banking partners.
• Prepare performance reports and recommend service improvements.
• Uphold strict confidentiality of all customer and banking data.

Required profile

• Excellent communication and problem‑solving abilities.
• Calm under pressure and able to work in a fast‑paced banking environment.
• Highly organized with strong attention to detail.
• Understanding of confidentiality and accuracy requirements in financial services.
• 1‑3 years of relevant experience, preferably in banking or customer support.

Required skills