Opportunity at
KudaService Recovery Officer
Kuda operates as a digital-first microfinance bank aiming to make financial services more accessible and affordable across Africa, and it is presently growing physical experience centres…
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About This Role
Kuda operates as a digital-first microfinance bank aiming to make financial services more accessible and affordable across Africa, and it is presently growing physical experience centres to complement its mobile applications. The organization is proactively creating a talent pool for upcoming opportunities through this talent pipeline role. The Service Recovery Officer acts as a primary point of contact for walk-in customers at these branches, bridging digital products with everyday community…
Job Description
Kuda operates as a digital-first microfinance bank aiming to make financial services more accessible and affordable across Africa, and it is presently growing physical experience centres to complement its mobile applications. The organization is proactively creating a talent pool for upcoming opportunities through this talent pipeline role. The Service Recovery Officer acts as a primary point of contact for walk-in customers at these branches, bridging digital products with everyday community needs.
This position requires managing customer inquiries, resolving disputes face-to-face, guiding users through onboarding and KYC protocols, and handling branch operations support. The role suits professionals with experience in banking operations or customer service who possess strong interpersonal skills, empathy, and adherence to regulatory compliance frameworks. Kuda advocates for a hybrid in-office schedule and prioritizes employee welfare by providing various competitive benefits.
Responsibilities
- Welcome and assist walk-in customers professionally regarding accounts, loans, savings, and digital platforms
- Guide individuals through account opening, BVN and NIN linkage, and KYC documentation adherence
- Provide hands-on assistance for mobile banking or digital platform difficulties
- Process in-branch transactions such as withdrawals, cash deposits, and balance inquiries
- Receive, log, and resolve customer complaints promptly or escalate complex issues to the Team Lead
- Educate visitors on banking products, fees, and features while cross-selling solutions
- Adhere strictly to CBN consumer protection guidelines, AML policies, and NDPA data confidentiality
- Support daily branch opening and closing procedures, cash counts, and till balancing
- Update customer records accurately on core banking systems and compile routine branch reports
Requirements
- Bachelor's Degree or HND in Business Administration, Economics, Banking & Finance, or related fields
- Possession of an NYSC discharge certificate or exemption letter
- Between 1 to 3 years of work experience in customer service, financial services, or banking operations
- Proficiency in utilizing mobile and digital applications
Core Skills
Benefits
- Pension scheme
- Competitive annual leave alongside bank holidays
- Paid time off including parental leave, moving day, birthday, and study leave
- Group life insurance
- Medical insurance
- Welfare packages for weddings and compassionate grounds
- Awardco and Goalr employee wellness app access
- Learning and development training programs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The posting indicates that Kuda advocates for a hybrid in-office schedule.
What education is required for the Service Recovery Officer position?
Candidates must hold a Bachelor's Degree or HND in Banking & Finance, Economics, Business Administration, or a related field, along with an NYSC discharge certificate or exemption letter.
How much experience is needed to apply?
Applicants need 1 to 3 years of experience in banking operations, customer service, or a related financial services role.
Is the salary specified in the job posting?
The salary is not stated in the source posting.
Sample Interview Questions
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