At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank, we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.
About the Role
As a Customer Service Officer, you will play a key role in delivering exceptional service to customers across our branch network. You'll ensure smooth service delivery, uphold operational controls, support sales activities, and promote digital migrationall while maintaining the highest standards of compliance and professionalism. This role sits within our Retail Banking Division & reports to Branch Operations Manager.
What You'll Be Doing
Customer Service & Operations
- Deliver excellent customer service to both external and internal customers, ensuring tasks are completed accurately and within set timelines.
- Provide guidance, advice, and solutions to customer queries in line with the Staff Code of Conduct.
- Act as custodian for key deliverables such as debit/credit cards, cheque books, account letters, digital access cards, and related customer documents.
- Support the smooth daily operation of the branch by performing assigned tasks under the supervision of the Line Manager.
Compliance & Process Adherence
- Ensure full adherence to bank policies, SOPs, service standards, and regulatory requirements.
- Maintain awareness of the branch's Business Continuity Plan (BCM) and take appropriate action during disruptions.
Digital & Service Efficiency
- Drive digital migration, encouraging customers to adopt digital banking channels.
- Monitor and coordinate initiatives, supporting streamlined service delivery and contributing to departmental performance.
Teamwork & Continuous Improvement
- Collaborate with colleagues across functions to achieve shared goals.
- Identify opportunities to improve processes, enhance knowledge, and strengthen team performance
What We're Looking For
Education: Bachelor's degree in any related field
Experience: Minimum 3 years experience in a Customer Service role
Skills
- Analytical Thinking
- Teamwork & Collaboration
- Customer Orientation
- Ability to work with defined policies and procedures
- Strong commitment to accuracy, compliance, and service excellence
- Effective communication skills with the ability to advise, support, and collaborate with colleagues and customers
- Ability to handle structured and routine interactions professionally
