Service Recovery Officer
AI job insight
Kuda Bank is recruiting a Service Recovery Officer in Lagos to support walk-in customers within its expanding branch network. The role covers customer service, digital-product guidance, onboarding, BVN/NIN linkage and KYC support.
- Serve walk-in customers and resolve account, transaction and digital-product inquiries.
- Guide onboarding, account opening, BVN/NIN linkage and KYC documentation under CBN rules.
- Support customers using Kuda's app, POS and transfer services.
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Kuda Bank is recruiting a Service Recovery Officer in Lagos to support walk-in customers within its expanding branch network. The role covers customer service, digital-product guidance, onboarding, BVN/NIN linkage and KYC support.
- Serve walk-in customers and resolve account, transaction and digital-product inquiries.
- Guide onboarding, account opening, BVN/NIN linkage and KYC documentation under CBN rules.
- Support customers using Kuda's app, POS and transfer services.
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.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in LagosThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Service Recovery Officer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Kuda Bank and the role in Lagos.
- Add concrete examples related to factory, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobgurus 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
- Jobgurus 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 Service Recovery Officer role in factory, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Lagos under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Kuda Bank before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Service Recovery Officer Job at Kuda Bank | Jobgurus
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Service Recovery Officer Job at Kuda Bank
Kuda is a full service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world. Kuda is free of ridiculous banking charges and great at helping customers budget, spend smartly and save more. We raised the largest seed round ever seen in Africa, and completed a Series A funding round in February 2021, led by some of the world's smartest venture capital investors. With offices in London (our HQ), Lagos and Cape Town, and further offices opening across Africa during 2021, Kuda is fast becoming recognised as the leading 'Neobank' for Africans.
To help us grow into the company that can bring meaningful change to the way people across Africa get access to great financial products and services in order to take control of their personal finances, we are actively looking for bright, talented, driven people who are excited by our mission. If this sounds like a great way to spend your valuable time, then please get in touch with us.
We are recruiting to fill the position below:
Job Position: Service Recovery Officer
Job Location:
Lagos
Job Purpose
Kuda is a digitally-driven MFB now expanding and establishing physical branch networks to complement its mobile-first offerings.
The expansion is designed to resolve disputes face-to-face, and deepen financial inclusion across instituted locations
The Branch Customer Service Officer is the human face of Kuda stationed at an experience centre and serving as the primary point of contact for walk-in customers thereby bridging the gap between our digital products and the everyday realities of the communities we serve.
Key Responsibilities
- Customer Engagement & Service Delivery:
- Welcome and attend to walk-in customers courteously, efficiently, and professionally at all times
- Handle customer inquiries relating to accounts, transactions, digital products (app, POS, transfers), loans, and savings
- Guide customers through onboarding, account opening, BVN/NIN linkage, and KYC documentation in line with CBN Customer Due Diligence and KYC Regulations 2023
- Provide hands-on support to customers experiencing difficulty using mobile or digital banking platforms
- Process basic in-branch transactions accurately, including cash deposits, withdrawals, and balance inquiries.
- Compliant Resolution & Escalation:
- Receive, log, and resolve customer complaints in a timely and professional manner across walk-in service channels
- Escalate unresolved or complex complaints to the Team Lead, Service Recovery or relevant back-office team with appropriate documentation
- Follow up with customers to confirm satisfactory resolution of issues,
- Product Knowledge & Cross-Selling:
- Maintain up-to-date knowledge of all the bank’s products including savings accounts, overdrafts, payment solutions, and investment instruments
- Educate customers on product features, eligibility, fees, and usage in clear, accessible language adapted to varying literacy levels/local dialect
- Proactively identify customer needs and cross-sell or upsell appropriate products to meet individual and branch targets
- Support loan product awareness campaigns and assist customers with application documentation
- Compliance & Regulatory Standards:
- Strictly adhere to CBN consumer protection guidelines, anti-money laundering (AML) policies, and the bank’s internal compliance frameworks
- Verify customer identity documents in accordance with KYC requirements before processing any account or transaction request
- Maintain the confidentiality of all customer data in compliance with the Nigeria Data Protection Act (NDPA)
- Report suspicious transactions or behaviour to the Compliance Officer in line with EFCC/NFIU reporting obligations.
- Branch Operations Support:
- Support daily branch opening and closing procedures, including cash counts and till balancing
- Maintain a clean, professional, and welcoming branch environment
- Accurately update customer records on the bank’s core banking system (CBS) or CRM platform
- Assist in the preparation of daily, weekly, and monthly branch customer service reports for management review.
- Participate in community outreach, financial literacy events, and market activations as required.
- Key Performance Indicators
- Customer satisfaction score (CSAT) ≥ 80% quarter
- 80% First-contact resolution rate for walk-in complaints
- Turnaround time on complaint resolution (target: ≤24 hours for Tier 1 issues and immediate referral for other issues)
- 100% Accuracy rate on account opening and KYC documentation
- Zero tolerance for regulatory infractions (KYC gaps, data breaches)
- Daily branch transaction log accuracy
Requirements
- Bachelor’s Degree or HND in Banking & Finance, Business Administration, Economics, or any related field
- 1 – 3 years of experience in customer service, banking operations, or a related financial services role.
- NYSC discharge certificate or exemption letter
- Proficiency in the use of digital/mobile applications
- Skills & Competencies:
- Functional Skills:
- Banking operations
- KYC / AML compliance knowledge
- Digital banking & mobile app literacy
- CRM & core banking system usage
- Data entry and record keeping
- Complaint handling and escalation
- Basic financial product knowledge
- Behavioural Skills:
- Empathy and emotional intelligence
- Strong interpersonal communication
- Customer-first mindset
- Patience and conflict resolution ability
- Attention to detail and accuracy
- Integrity and professional ethics
- Adaptability in a fast-changing environment
- Team collaboration and initiative.
- Why join Kuda?
- At Kuda, our people are the heart of our business, so we prioritise your welfare. We offer a wide range of competitive benefits in areas including but not limited to:
- A great and upbeat work environment populated by a multinational team
- Pension
- Career Development & growth
- Competitive annual leave plus bank holidays
- Competitive paid time off (Parental, Moving day, Birthday, Study leave etc)
- Group life insurance
- Medical insurance
- Well-fare package (Wedding, Compassionate and etc)
- Awards
- Goal - employee wellness app
- Award winning L&D training
- We are advocates of work-life balance, working in a hybrid in office schedule.
- Click here to Apply
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