Customer Relations Officer

About the role

The Customer Relations Officer will deliver high‑quality financial services to NBF customers, ensuring their expectations are exceeded through unbiased, competent, and timely assistance. This position is responsible for improving branch service levels, handling complaints to resolution, and supporting the team in achieving key performance indicators. The role also involves coaching new staff and providing feedback to enhance products, processes, and overall customer satisfaction.

Key responsibilities

• Provide exceptional service to NBF customers while meeting branch‑set targets.
• Take ownership of customer complaints and see them through to final resolution.
• Collaborate with branch team members to achieve sales and service goals.
• Coach and support new staff to facilitate their integration into the NBF family.
• Offer constructive feedback on products, services, and processes to reduce cycle time, lower costs, or enhance customer satisfaction.
• Monitor service metrics and propose improvements to streamline operations.
• Maintain accurate records of customer interactions and follow‑up actions.

Required profile

• Diploma or Bachelor's degree, preferably in Commerce.
• 2‑3 years of experience in banking or a comparable service‑industry role.
• Strong orientation toward customer satisfaction and problem solving.
• Ability to work effectively within a team and contribute to branch objectives.
• Demonstrated ability to meet performance targets and KPIs.

Required skills