Job Description

The Customer Service Representative (CSR) is responsible for delivering exceptional customer service by assisting customers with account opening, inquiries, complaints, product information, and digital banking support. The role ensures customers receive accurate, timely, and Shariah-compliant service while enhancing the bank’s professional image.

Key Roles & Responsibilities

Customer Interaction & Support

• Welcome customers and respond to their questions politely and professionally.

• Assist with opening new accounts (savings, current, investment accounts).

• Provide customers with complete and accurate information about bank products, services, and Shariah-compliant features.

• Guide customers on digital banking services (mobile app, internet banking, SMS alerts).

• Help customers fill forms and understand required documents.

Complaints & Issue Resolution

• Receive and log customer complaints, ensuring timely resolution.

• Follow up with relevant departments to solve customer issues.

• Escalate complex or unresolved cases to the Head of Customer Service.

• Provide feedback to customers on complaint status.

Customer Onboarding & KYC Duties

• Perform customer verification in line with KYC, AML/CFT, and Shariah guidelines.

• Ensure customer documents are complete and correctly filed.

• Update customer profiles, account details, and contact information accurately.

• Educate customers on safety, fraud prevention, and confidentiality of bank services.

Operational Support

• Maintain an organized customer service area with proper signage and forms.

• Support teller and back-office staff during peak hours.

• Prepare daily reports on customer service activities, inquiries, and feedback.

Marketing & Customer Engagement

• Promote Wadaag Bank’s products and services to walk-in customers.

• Encourage customers to enroll in digital channels.

• Support customer education campaigns, product launches, and awareness sessions.

• Build strong customer relationships to improve retention and satisfaction.

Compliance Responsibilities

• Ensure all interactions comply with Islamic banking principles.

• Follow internal bank policies, service standards, and regulatory requirements.

• Maintain strict confidentiality of customer information.

• Report suspicious activities in line with AML/CFT guidelines.

Job Requirements

Education

• Degree in Banking, Finance, Business Administration, Marketing, or related field.

• Training in Islamic Banking is an added advantage.

Experience

• Minimum 1–2 years experience in customer service, preferably in a bank or financial institution.

• Experience in handling customer complaints and front-office duties.

Skills & Competencies

• Strong customer-handling skills with a positive and friendly attitude.

• Good knowledge of banking products and Islamic financial services.

• Ability to multitask and work under pressure.

• Computer literacy and familiarity with core banking systems.

• Problem-solving, patience, and strong attention to detail.

• Professional grooming and good presentation skills.

• Good command of Somali and English.

Additional Details

Employment Type

Full-time

Work Mode

Onsite

How to apply

https://talent.basehr.co.uk/apply/aa61793a-9b22-4e19-ba72-f5652ff192d9