Customer Care Officer

About the role

The Customer Care Officer ensures that client concerns and complaints are addressed promptly and effectively. Working within the bank’s Customer Care Department, the officer acts as a liaison between customers and internal units to facilitate resolution and improve service processes.

Key responsibilities

• Review assigned customer concerns and determine the appropriate next steps.
• Refer cases to the relevant bank units for investigation or handling.
• Present the customer’s perspective to ensure proper evaluation of each concern.
• Draft response letters for review and approval by the Customer Care Department Head.
• Identify and escalate issues that may require process improvement, policy review, risk mitigation, or legal attention.

Required profile

• Bachelor’s degree.
• Minimum of 2 years experience in the banking industry.
• Strong knowledge of branch banking policies, procedures, products and services.
• Excellent customer service and complaint‑handling abilities.
• High attention to detail and organized presentation of information.
• Efficient with a sense of urgency in resolving client concerns.

Required skills

What we offer

• Opportunity to work within a reputable banking institution.
• Professional development in customer experience management.