Customer Services Officer – Front‑line Banking & EMI

About the role

We are looking for a Customer Services Officer to deliver front‑line banking and electronic money institution (EMI) services. The role involves handling cash transactions, account opening, and supporting customers while ensuring compliance with AML/KYC regulations.

Key responsibilities

• Perform Cash In, Cash Out, Remittance, mobile top‑up, bill payments and airline/transport ticket bookings for walk‑in and registered customers.
• Execute inter‑branch or agent transactions and ensure accurate system entry for all operations.
• Register customer and agent accounts in line with KYC requirements and process account upgrades.
• Maintain up‑to‑date customer information and support daily transaction record‑keeping and reconciliation.
• Receive, log and resolve customer inquiries and complaints, recording details in the CRM system.
• Follow AML/CFT, KYC and internal SOPs, identifying and reporting suspicious transactions.
• Act as Branch Operations Officer in the absence of the Operations Officer to ensure continuity of branch activities.
• Perform any other duties assigned by the supervisor or line manager.

Required profile

• Bachelor’s degree in Business Administration, Finance, Accounting, Economics, Banking, Management or a related field.
• 3–5 years of experience in customer service, banking, financial services, EMI, telecommunications or retail operations.
• Proven experience handling cash transactions, account opening, customer support and branch‑level operational processes.
• Strong knowledge of KYC, AML and CFT regulations and compliance requirements.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Microsoft Teams
• CRM system usage