Customer Services Officer

Job Summary Position Summary Responsible for front-line customer service, including transactions, account opening, and handling customer issues while ensuring compliance with EMI regulations and internal procedures. Key Responsibilities: Customer Transactions § Perform Cash In, Cash Out, and Remittance transactions. § Process mobile top- and bill payments. § Process airline and transport ticket bookings for both walk-in and registered customers in an accurate and timely manner. § Execute inter-branch or agent transactions. § Ensure transaction accuracy and proper system entry for all transactions. Account Opening & KYC § Register customer and agent accounts in the system in line with KYC requirements. § Process account upgrades as per defined procedures. § Update and maintain customer information accurately. Customer Support § Receive and handle customer inquiries and complaints. § Record all issues in CRM system with proper details. § Provide first-level resolution and follow up with customers. Operations Support § Maintain daily transaction records. § Support reconciliation process and reporting. § Ensure proper handling of receipts and documentation. Compliance § Follow AML/CFT, KYC, and internal SOP requirements. § Identify and report suspicious or unusual transactions. § Maintain confidentiality and data protection. Additional Responsibility § Act as Branch Operations Officer in absence of the Operations Officer § Ensure continuity of daily branch operations. § Monitor transactions and customer handling. § Perform any other duties assigned by the supervisor or line manager. Job Requirements Job Requirements Educational Qualifications: Bachelor’s degree in business administration, Finance, Accounting, Economics, Banking, Management, or a related degree. Work Experience: Minimum 3- 5 years of relevant experience in customer service, banking, financial services, EMI (Electronic Money Institution), telecommunications, or retail operations. Proven experience in handling cash transactions, account opening, customer support, and operational processes. Prior experience in branch operations, agent management, or digital financial services will be an advantage. Required Skills: Understanding of customer complaint handling, service recovery, and customer relationship management principles. Strong understanding of Cash In, Cash Out, Remittance, Bill Payment, and Digital Financial Service operations. Knowledge of KYC (Know Your Customer), AML (Anti-Money Laundering), and CFT (Counter Financing of Terrorism) regulations and compliance requirements. Proficiency in customer account registration, account verification, and account upgrade procedures. Ability to accurately process and reconcile financial transactions while maintaining complete documentation. Proficient in Microsoft Office applications, particularly Excel, Word, Outlook, and Teams. Strong data entry skills with a high level of accuracy and attention to detail. Ability to identify and report suspicious or unusual transactions in accordance with compliance requirements. Ability to prepare operational reports, maintain records, and support reconciliation activities. Core Competencies Excellent customer service and interpersonal skills. Strong communication and problem-solving abilities. High level of integrity, confidentiality, and professionalism. Ability to work under pressure and manage multiple tasks simultaneously. Team-oriented with the ability to collaborate effectively across departments. Language Requirements Fluency in Dari and Pashto, English (spoken and written) is required. Other Requirements Strong commitment to compliance, operational excellence, and customer satisfaction. Ability to work flexible hours when required by business needs. Willingness to travel to branches or agent locations when assigned.