About the Role
Kuda is a full-service, app-based digital bank on a mission to make banking affordable, accessible, and rewarding for Africans worldwide. As we expand our footprint by establishing physical branch networks to complement our mobile-first offerings, we are looking for a dedicated Service Recovery Officer. In this role, you will serve as the human face of Kuda at our experience centers, helping resolve disputes face-to-face, supporting digital onboarding, and driving financial inclusion across Nigeria.
Key Responsibilities- Welcome walk-in customers professionally and assist with inquiries regarding accounts, digital products, loans, and savings.
- Guide customers through account opening, BVN/NIN linkage, and KYC documentation in line with CBN regulations.
- Receive, log, and resolve customer complaints promptly while escalating complex issues to the appropriate back-office teams.
- Proactively identify customer needs, cross-sell bank products, and educate clients on features and digital app usage.
- Perform branch operations support, including cash transactions, till balancing, and maintaining strict compliance with AML and data protection policies.
- Bachelor's Degree or HND in Banking and Finance, Business Administration, Economics, or a related field.
- Valid NYSC discharge certificate or exemption letter.
- 1 to 3 years of experience in customer service, banking operations, or financial services.
- Proficiency with digital applications, strong problem-solving skills, and deep knowledge of KYC/AML regulations.
- Exceptional empathy, communication skills, and attention to detail.
- Competitive salary and pension scheme.
- Comprehensive medical and group life insurance.
- Career development opportunities, award-winning L&D training, and clear growth paths.
- Generous paid time off, including annual leave, parental leave, study leave, and birthday leave.
- An upbeat, collaborative work environment with employee wellness initiatives.