Client Experience Officer
AI summary
Ceviant Finance is hiring a Client Experience Officer to serve as the primary link between clients and internal teams including Operations, Payments, Technology, Compliance, Finance and Sales. The role focuses on managing client enquiries, requests, complaints and service issues while ensuring timely resolution within agreed SLAs in a regulated financial services environment.
- Primary client-facing role coordinating across Operations, Payments, Technology, Compliance, Finance and Sales
- Manage client onboarding, KYC/KYB support, payment and transaction issues, and complaints within SLAs
- Requires strong attention to detail, excellent communication skills and service delivery understanding in regulated financial services
- Involves maintaining CRM/ticketing records, audit trails and periodic complaint reporting
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in sales, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Client Experience Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Ceviant Finance and the role in Not specified.
- Add concrete examples related to sales, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Client Experience Officer role in sales, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Ceviant Finance before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
The successful candidate must demonstrate strong attention to detail, excellent communication skills, ownership of client requests and a strong understanding of service delivery within a regulated financial services environment. The role will serve as a key link between clients and internal teams, particularly Operations, Payments, Technology, Compliance, Finance and Sales, to ensure that client issues are appropriately escalated, resolved and communicated. The Client Experience: Officer is responsible for delivering a high-quality, consistent and compliant experience: to clients across all touchpoints. The role involves managing client enquiries, requests, complaints and service issues, ensuring timely resolution within agreed Service Level Agreements (SLAs), and maintaining strong client relationships. Key Responsibilities: Client Service & Relationship Management: Maintain professional and positive relationships with clients, ensuring a consistent and seamless client experience. Proactively follow up on outstanding client requests to ensure timely resolution. Identify recurring client concerns and recommend improvements to prevent future occurrences Serve as a primary point of contact for assigned clients and respond promptly to enquiries, requests and service-related issues. Understand clients' needs and provide accurate information on products, services, processes and transaction-related matters. Client Onboarding & Account Support: Liaise with Compliance and Operations teams on KYC/KYB and other onboarding requirements. Support existing clients with account-related requests, changes and service requirements: in line with approved processes. Support the client onboarding process by coordinating required documentation and information with relevant internal teams. Ensure clients receive clear communication regarding onboarding requirements, timelines and outstanding documentation. Payment & Transaction Support: Receive and coordinate client enquiries relating to payment transactions, failed transactions, delays, reversals, settlements and other payment-related issues. Ensure all client communications relating to transactions are accurate and appropriately documented. Escalate unusual or potentially high-risk transaction issues to the appropriate internal team. Track transaction-related complaints and ensure clients receive timely updates until resolution. Work closely with Operations, Technology and Finance to investigate and resolve transaction issues. Complaints Management: Escalate unresolved, sensitive or high-risk complaints to the appropriate management level. Receive, acknowledge, document and manage client complaints in accordance with the company's complaints management process. Ensure complaints are resolved within approved SLAs and regulatory timelines. Maintain accurate complaints register and provide periodic reports on complaint volumes, causes, resolution times and trends. Investigate complaints by obtaining relevant information from internal stakeholders. Identify root causes of recurring complaints and work with relevant departments to implement corrective actions. Service Level & Case Management: Monitor all client requests and cases to ensure they are resolved within agreed SLAs. Maintain accurate records of client interactions, requests, complaints and resolutions on the approved CRM/ticketing system. Escalate overdue or unresolved cases appropriately. Maintain clear audit trails for client interactions and resolutions. Follow up with internal teams where service delivery timelines are at risk. Regulatory & Compliance Support: Maintain confidentiality of client information and ensure appropriate handling of sensitive customer data. Ensure all client interactions comply with the company's policies, procedures and applicable regulatory requirements. Support the implementation of regulatory requirements: affecting client service and experience. Work with the Compliance team to ensure client complaints and service processes align with applicable regulatory expectations. Escalate suspected fraud, suspicious activities, data breaches or other compliance concerns through the appropriate channels. Cross-Functional Collaboration: Communicate operational challenges affecting client experience: to relevant stakeholders. Work closely with Operations, Technology, Compliance, Finance, Sales and Product teams to resolve client issues. Support business continuity and incident-management activities where client communication is required. Ensure that client commitments made by the business are followed through to completion. Participate in service review meetings and provide insights on client issues and service performance. Client Experience: Improvement: Contribute to the development and review of client-facing processes, FAQs, communication templates and service procedures. Support client satisfaction surveys and other feedback initiatives. Analyse recurring client issues and recommend process improvements. Monitor client feedback and identify opportunities to improve service delivery. Provide management with actionable insights from client interactions and feedback. Reporting & Performance Monitoring: Prepare and maintain periodic reports covering key client experience: metrics, including: Number and type of client enquiries. Complaint volumes and resolution rates. Client satisfaction/feedback scores. Root causes and corrective actions SLA compliance. Recurring client issues. Escalated cases. Transaction-related issues. Average response and resolution time. Work Experience: & Qualifications Demonstrated experience: managing client enquiries, complaints, escalations and service requests while meeting established Service Level Agreements (SLAs). Prior experience: in a payments, digital banking, fintech or transaction-processing environment will be an added advantage. Experience: working with CRM, ticketing or case management systems for tracking client interactions and issue resolution. Experience: preparing service performance reports, analysing customer feedback and recommending process improvement initiatives. Proven ability to investigate and resolve transaction-related issues, including payment failures, delays, reversals, settlements and reconciliation queries. Minimum of 2-4 years' experience: in Client Experience, Customer Service,or a similar role within a financial service, fintech, payments, digital banking or regulated environment. Experience: supporting client onboarding processes, including coordination of KYC/KYB documentation and account activation requirements. Strong experience: collaborating with cross-functional teams such as Operations, Compliance, Finance, Technology and Sales to deliver client-focused solutions. How to Apply Interested and qualified candidates are invited to send their Applications to: recruitment@ceviant.co using the Job Title as the subject of the mail. Note: You will only be contacted if your application has passed initial screening and you have been shortlisted for the role. Application Deadline: 16th September, 2026. View all Jobs in Nigeria Lagos State and 1 other location Lagos State , Victoria Island Client Experience: Officer job vacancies in Nigeria