Service Recovery Officer at Kuda Bank – Lagos

Kuda Bank is recruiting a Service Recovery Officer in Lagos to help customers resolve banking issues through its branch experience centres and digital-service channels.

Responsibilities

• Welcome and support walk-in customers, answering questions about accounts, payments, transfers, savings, loans and digital banking products.
• Assist with account opening, onboarding, BVN/NIN linkage and customer identification checks.
• Provide guidance on using the Kuda app and other mobile banking services.
• Process basic branch transactions, including deposits, withdrawals and balance enquiries, where assigned.
• Record and resolve complaints, escalate complex cases to service-recovery leadership and follow up on outcomes.
• Explain suitable financial products and support relevant customer referrals or cross-selling.
• Follow customer due-diligence, KYC, AML, consumer protection and customer-data confidentiality requirements.
• Help reconcile cash, balance tills, update records and prepare branch customer-service performance reports.
• Support branch opening and closing activities, community education and financial-literacy initiatives.

Requirements

• Bachelor’s degree or HND in Banking and Finance, Economics, Business Administration or a related discipline.
• NYSC discharge certificate or exemption letter.
• One to three years’ experience in customer service, banking operations or other financial services work.
• Proficiency with mobile banking, CRM and core banking systems.
• Knowledge of customer complaint resolution, KYC/AML, recordkeeping and financial products.
• Clear communication, empathy, ethical judgement, patience, accuracy and teamwork.

Benefits

• Pension and group life insurance
• Medical insurance and employee welfare support
• Paid annual leave, bank holidays and additional categories of paid leave
• Learning, development and career-growth opportunities
• Employee wellness support and recognition programmes
• Hybrid office working arrangement