Customer Service Officer – BB (Banking)

About the role

The Customer Service Officer – BB will be the primary point of contact for walk‑in SME and corporate‑banking customers, ensuring superior service while minimizing the involvement of Senior Account Managers in operational matters.

Key responsibilities

• Manage service needs of walk‑in SME customers, handling KYC, compliance and exception cases.
• Resolve escalated and complex complaints promptly using the CRM system.
• Identify and refer cross‑sell opportunities to the SME Account Manager.
• Liaise with internal departments (CPC, FTC, Operations, Compliance, Credit Ops) for cheque clearing, documentation and transaction queries.
• Maintain up‑to‑date customer documentation and ensure minimal MER exceptions.
• Update daily activities and all customer interactions in the CRM.
• Support branch retention processes for early loan settlement and account attrition.

Required profile

• Experience in SME banking or related customer service roles.
• Strong knowledge of KYC, AML and bank compliance policies.
• Ability to work closely with account managers and central support teams.
• Excellent communication and problem‑solving skills.

Required skills

• CRM system usage
• KYC handling
• AML compliance

What we offer

• Opportunity to work in a dynamic banking environment.
• Exposure to a wide range of SME and corporate banking services.
• Potential for career growth within the financial sector.