About Company
Guaranty Trust Bank (GTBank) is a leading African financial institution with a formidable reputation for innovation, service quality, and corporate governance. Established in 1990, we have grown to become one of Nigeria’s most respected and successful banks, offering a wide array of cutting-edge banking services to retail, commercial, and corporate clients. Our unwavering commitment to excellence is deeply reflected in our robust digital platforms, our intensely customer-centric approach, and a strong emphasis on empowering our employees to deliver truly exceptional service. At GTBank, we firmly believe in creating an inclusive and dynamic environment where our people can not only thrive but also learn continuously, innovate, and contribute meaningfully to our overarching vision of being the ‘go-to’ bank for comprehensive financial solutions across Africa and beyond. Join us and be part of a team that is redefining banking.
Job Description
Are you passionately driven by the desire to deliver exceptional customer service and looking to build a rewarding career with one of Nigeria’s most innovative and forward-thinking banks? GTBank is actively seeking a dedicated, enthusiastic, and highly motivated Customer Service Officer to join our dynamic and vibrant team in Surulere, Lagos. In this pivotal and highly visible role, you will serve as the first point of contact for our valued customers, providing friendly, efficient, and accurate assistance across a comprehensive range of banking products and services. Your core responsibilities will encompass expertly handling customer inquiries, diligently resolving issues, processing various transactions with precision, and ensuring that every single customer interaction powerfully reinforces GTBank’s unwavering commitment to service excellence. This role demands a proactive individual with outstanding communication skills, a keen eye for detail, and a genuine, empathetic desire to help others achieve their financial goals. You will play a crucial part in maintaining high levels of customer satisfaction, fostering enduring loyalty, and diligently upholding the bank’s esteemed reputation as a trusted and reliable financial partner. If you are a collaborative team player who thrives in a fast-paced, challenging yet rewarding environment and is eager to make a significant positive impact, we wholeheartedly encourage you to apply and become an integral part of our continuing success story.
Key Responsibilities
- Serve as the primary point of contact for customers, meticulously handling all inquiries and requests via various channels (in-person, phone, email) with utmost professionalism and efficiency.
- Accurately and swiftly process routine banking transactions, including but not limited to deposits, withdrawals, transfers, bill payments, and facilitating account opening/closing procedures.
- Proactively resolve customer complaints and complex issues promptly and effectively, demonstrating strong problem-solving skills and escalating intricate matters to appropriate departmental specialists when necessary.
- Provide comprehensive and clear information on GTBank's diverse range of products and services, expertly guiding customers to suitable financial solutions that precisely meet their unique needs and aspirations.
- Actively identify genuine opportunities for cross-selling and up-selling relevant bank products, contributing significantly to branch targets, customer acquisition, and overall business growth.
- Maintain accurate, confidential, and meticulously detailed records of all customer interactions and financial transactions within the bank's advanced CRM system.
- Adhere strictly to all established bank policies, operational procedures, and regulatory guidelines to ensure full compliance and effectively mitigate potential risks.
- Collaborate seamlessly with team members and other departments to ensure smooth, integrated service delivery and continuously enhance the overall customer experience.
- Stay thoroughly updated on all new and existing bank products, services, technological innovations, and operational changes to consistently provide current and accurate information to customers.
- Contribute actively to fostering a positive, inclusive, and supportive team environment, demonstrating a strong commitment to continuous learning, personal development, and overall service improvement.
Required Skills
- Minimum of a First Degree (B.Sc./HND) in any discipline from a reputable and accredited institution.
- Excellent verbal and written communication skills in English, with strong persuasive abilities.
- Strong interpersonal skills coupled with a proven ability to build instant rapport and trust with a diverse range of customers.
- Exceptional problem-solving abilities, a proactive mindset, and a genuinely customer-centric approach to service.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and general computer literacy.
- Demonstrated ability to work effectively and efficiently under pressure, manage multiple tasks simultaneously, and meet deadlines.
- Unquestionable level of integrity, professionalism, and unwavering adherence to ethical conduct.
- High degree of attention to detail and impeccable accuracy in handling all transactions and sensitive information.
Preferred Qualifications
- Previous experience (1-2 years) in a customer service role, ideally within the banking or broader financial services industry.
- In-depth knowledge of banking products, services, and core operational procedures.
- Familiarity with CRM software and general banking systems.
- Proven track record of consistently meeting or exceeding customer service targets and performance metrics.
Perks & Benefits
- Highly competitive salary and attractive performance-based incentives.
- Comprehensive health insurance and robust wellness programs designed for employee well-being.
- Generous pension scheme contribution to secure your financial future.
- Extensive training and continuous professional development opportunities for accelerated career growth.
- Access to a supportive, collaborative, and innovation-driven work environment.
- Significant opportunities for professional advancement and upward mobility within a leading financial institution.
- Employee recognition programs that celebrate outstanding contributions and initiatives aimed at promoting work-life balance.
How to Apply
Interested and qualified candidates are strongly encouraged to apply by clicking on the application link below. Please ensure your CV is thoroughly up-to-date, highlights your most relevant experience, and showcases your key skills. Upon accessing the link, navigate directly to the ‘Careers’ section and explore our current opportunities. Only shortlisted candidates who meet our criteria will be contacted for further assessment and interviews.