Senior Customer Service Officer at AB Microfinance Bank Nigeria

Job Title: Senior Customer Service Officer
REF CODE: SCSO/BUS/AUG/2025
Location: Ikeja, Lagos
Employment Type: Full-time
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About AB Microfinance Bank

AB Microfinance Bank is a national microfinance bank licensed by the Central Bank of Nigeria (CBN), with its head office in Lagos and branches spread across Lagos, Oyo, Ogun, Ondo and Anambra State. AB Microfinance Bank Nigeria is committed to its passion of helping to improve the business opportunities of entrepreneurs by availing them of easy access to affordable loans, as well as improve the general financial status of everyone with its deposit accounts. It is a limited liability company duly incorporated in Nigeria under the 2002 Companies and Allied Matters Act, and is regulated by the Central Bank of Nigeria as a fully fledged microfinance bank.

The Bank has an exceptional group of very strong international shareholders committed to the task of improving access to financial services in the country. These shareholders are Access Microfinance Holding AG of Germany, KfW – the German Development Bank, the African Development Bank, and the International Finance Corporation of the World Bank Group. Together, they have an established record of setting up and managing microfinance banks across the African and Asian continents in such countries as Nigeria, Tanzania, Liberia, Zambia, Rwanda, Madagascar, Azerbaijan, Tajikistan,Georgia and Brazil.

About the Role

We are looking for a dynamic, people-oriented, and highly proactive Senior Customer Service Officer to lead our customer service function.
This role is ideal for someone who thrives in a fast-paced environment, has a customer-first mindset, and is passionate about delivering exceptional service experiences that reflect our values of customer centricity, professionalism, integrity, etc.
The successful candidate will oversee a team of customer service officers, handle complex escalations, drive process improvements, and ensure all customer touchpoints consistently meet our high standards.

Key Responsibilities

Team Supervision: Lead, mentor, and support a team of customer service officers across channels (phone, email, social media, etc.).
Customer Issue Resolution: Manage complex customer complaints and escalations with empathy, urgency, and follow-through.
Process Optimization: Identify gaps in customer service processes and recommend improvements to enhance efficiency and satisfaction.
Performance Monitoring: Monitor team performance metrics (e.g., response time, resolution rate, CSAT scores) and provide regular feedback.
Training & Development: Train team members and conduct regular refresher sessions on customer service protocols and soft skills.
Reporting: Provide weekly and monthly reports on customer issues, trends, and resolution status.
Service Standards: Ensure all customer touchpoints meet our service quality standards and regulatory requirements.
Cross-functional Collaboration: Work closely with Operations (Credit and Banking operations), IT, and Product teams to resolve systemic issues affecting customer satisfaction.

Minimum Requirements

Bachelor’s Degree in Business, Communications, or related field.
Minimum 3 years of experience in customer service (experience in telecommunications or financial services is an advantage).
Exceptional communication skills (verbal & written) for clear, professional interactions with customers across multiple channels.
Active listening & empathy to understand customer needs and resolve complaints effectively.
Knowledge of omni-channel customer engagement tools (social media, live chat, email automation, WhatsApp banking, etc.).
Coaching and mentoring abilities to build a high-performing customer service team.
Emotional intelligence for managing both customer expectations and internal team dynamics.
Ability to analyze customer service metrics (CSAT, NPS, response time) for decision-making.
Ability to work well under pressure and manage multiple priorities.

Application Closing Date
Friday, 31st October, 2025.