About Company
Guaranty Trust Holding Company Plc (GTCO Plc) is a leading African financial institution with a strong track record of innovation, service delivery, and financial performance. Renowned for its customer-centric approach and unwavering commitment to digital transformation, GTBank, a subsidiary of GTCO Plc, continuously strives to redefine the banking experience for its diverse clientele. With a robust network of branches and a rapidly expanding digital ecosystem, we empower individuals and businesses to achieve their financial goals through cutting-edge solutions and unparalleled service. Our culture fosters creativity, collaboration, and continuous learning, providing a dynamic environment where employees can thrive and make a significant impact. We believe in nurturing talent and offering clear career progression paths for dedicated professionals who are passionate about driving the future of banking in Nigeria and across Africa. Joining GTBank means becoming part of a forward-thinking organization that prioritizes technological advancement and customer satisfaction.
Job Description
As a Digital Banking Officer at GTBank’s Mushin branch, you will be at the forefront of our mission to deliver seamless, innovative, and user-friendly digital financial services to our customers. This pivotal role requires a proactive, tech-savvy, and customer-focused individual who can effectively bridge the gap between traditional banking and the evolving digital landscape. Your primary responsibility will be to champion the adoption, education, and support of customers in the effective use of GTBank’s comprehensive suite of digital products and channels. This includes, but is not limited to, mobile banking, internet banking, USSD services, debit/credit cards, and other emerging digital platforms.
This position demands a keen understanding of current digital trends, exceptional communication skills, and an unwavering commitment to enhancing the overall customer experience. You will work closely with various departments within the branch to ensure customer satisfaction and contribute significantly to the bank’s digital penetration targets. The ideal candidate will be an enthusiastic advocate for digital transformation, capable of guiding customers through complex digital processes with clarity, patience, and empathy. Furthermore, you will be expected to identify opportunities for process improvement, suggest new digital solution developments, and actively participate in digital awareness campaigns. Your day-to-day will involve hands-on customer interaction, proactive problem-solving, and contributing to a culture of digital literacy within the branch and the wider community. This is an exciting opportunity for a professional eager to make a tangible difference in how banking services are accessed and utilized in the digital age, playing a crucial role in GTBank’s continuous digital evolution.
Key Responsibilities
- Act as the primary point of contact for customers seeking assistance and information regarding GTBank's digital banking products and services.
- Educate and guide customers on the features, benefits, and practical usage of mobile banking, internet banking, USSD, ATM services, and other digital channels.
- Assist customers with digital onboarding processes, account linking, password resets, token activation, and troubleshooting digital access issues.
- Actively promote the adoption and active usage of GTBank's digital platforms to achieve set targets for digital penetration and customer engagement.
- Gather valuable customer feedback on digital products and services, relaying insights to relevant internal teams for continuous improvement and innovation.
- Conduct periodic digital literacy workshops and training sessions for customers within the branch premises or through community outreach programs.
- Collaborate effectively with branch staff to seamlessly integrate digital banking solutions into daily customer interactions and enhance overall service delivery.
- Resolve customer complaints and inquiries related to digital banking services in a timely, efficient, and professional manner.
- Stay updated with the latest trends in digital banking, fintech innovations, and competitor offerings to provide informed support and strategic suggestions.
- Ensure strict compliance with all bank policies, operational procedures, and relevant regulatory requirements pertaining to digital service delivery.
Required Skills
- Strong understanding of digital banking products and services (mobile banking, internet banking, USSD, ATMs).
- Excellent verbal and written communication skills in English.
- Exceptional customer service, relationship management, and interpersonal skills.
- Ability to effectively troubleshoot common technical issues related to digital platforms.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and general computer literacy.
- Proactive, results-oriented, and self-motivated mindset with a strong drive to meet targets.
- Strong analytical and problem-solving abilities with attention to detail.
- Ability to work effectively both independently and as part of a dynamic team in a fast-paced environment.
- Demonstrated ability to simplify complex technical information for diverse audiences.
Preferred Qualifications
- Bachelor's degree in Banking & Finance, Business Administration, Marketing, Computer Science, or a closely related field.
- Previous experience (1-2 years) in a customer-facing role within the financial services industry, preferably in digital support or product promotion.
- Demonstrated passion for technology, digital innovation, and the future of banking.
- Familiarity with CRM software or core banking systems.
- Certifications in digital marketing, fintech, or customer relationship management.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package for employees.
- Robust pension scheme.
- Extensive opportunities for continuous learning and professional development.
- Dynamic, innovative, and supportive work environment.
- Access to cutting-edge banking technology and tools.
- Clear career growth opportunities within a leading financial institution.
- Employee assistance programs and wellness initiatives.
- Subsidized banking services.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link provided below. Please ensure your resume is comprehensive, up-to-date, and meticulously highlights your relevant experience, skills, and qualifications that align with this role. We appreciate all applicants for their interest in joining GTBank; however, please note that only shortlisted candidates who meet the specified criteria will be contacted for an interview.