CUSTOMER SERVICE OFFICER

Key Responsibilities A. Customer Service & Relationship Handling Serve as the first point of contact for customers and visitors Handle customer inquiries, complaints, and service requests professionally Provide accurate information on bank products, services, and procedures Ensure high levels of customer satisfaction and service excellence B. Account Opening & Customer Onboarding Facilitate account opening for individuals and businesses Ensure all required KYC documentation is properly collected and verified Input customer data accurately into the Core Banking System (CBS) Ensure proper customer due diligence (CDD) in line with AML/KYC requirements Maintain proper filing and documentation of customer records C. Cross-Selling & Business Support Promote and cross-sell bank products such as deposits, loans, and digital services Support Relationship Officers in customer acquisition and retention initiatives Identify customer needs and recommend suitable banking solutions D. Compliance & Risk Management Ensure compliance with KYC, AML, and Bank of Tanzania (BOT) regulations Identify and escalate suspicious transactions or activities Always maintain confidentiality of customer information Ensure completeness and accuracy of customer records E. Operational Support Assist in day-to-day branch operations as required Support documentation, filing, and record management Participate in branch campaigns, customer education, and outreach activities Perform any other duties as may be assigned by the supervisor from time to time Key Performance Indicators (KPIs) Number of accounts opened and activated Accuracy and completeness of KYC documentation Customer satisfaction and service turnaround time Cross-selling performance (deposits, products uptake) Compliance (minimal/no audit exceptions) Requirements Qualifications & Experience Diploma or Bachelor’s degree in Banking, Finance, Business Administration, or related field Fresh graduates may be considered; prior experience in customer service or banking is an added advantage Working Conditions Branch-based role with direct customer interaction May require extended working hours during peak periods