Senior Account Services Officer

About the role

The Senior Account Services Officer oversees branch account servicing activities, including customer onboarding, KYC/CDD, debit‑card handling and complaint resolution. The role acts as a subject‑matter resource for complex transactions and ensures regulatory compliance while supporting shift continuity.

Key responsibilities

• Conduct customer due diligence, KYC and enhanced due diligence in line with regulatory policies.
• Validate identity documents, perform signature verification and create customer profiles in the Core Banking System.
• Release passbooks, chequebooks, debit cards and other account‑related documents, ensuring proper documentation.
• Update and maintain customer accounts, process information changes and monitor turnaround times.
• Handle customer inquiries and complaints, providing escalation support for complex or sensitive issues.
• Manage debit‑card inventory, process lost/stolen card blocks and ensure secure destruction of unclaimed cards.
• Safeguard accountable forms, cheques and vault items, performing dual‑control custodianship duties.
• Perform quality‑assurance reviews, monitor exceptions and support internal and external audit activities.

Required profile

• Strong knowledge of branch banking operations, regulatory requirements, operational risk and internal controls.
• Ability to work rotating shifts and provide coverage across multiple shifts as needed.