Customer Service Officer

About the Role:

First Iraqi Bank (FIB) is looking for Customer Service Officer to support and enhance the Bank’s digital banking channels and integration services.

The Customer Service Officer is responsible for carrying out duties within the scope of the role under Branch Management, supporting the department’s objective of providing banking services through branches and offices efficiently and with high quality, while ensuring operational integrity, customer service, and compliance. The role ensures the accuracy of outputs, service quality, and compliance with delegated authorities, policies, and the instructions of the relevant regulatory authorities.

Key Responsibilities:

* Execute assigned tasks and transactions accurately and within the specified timelines in accordance with approved procedures and authorities.

* Review the completeness of data, documents, and approvals before completing or referring the work.

* Follow up on open cases, missing requirements, and exceptions until closure or escalation within the specified timelines.

* Update systems and records and maintain evidence and documents correctly and in a traceable manner.

* Provide or supervise banking services to customers in accordance with approved service standards, authorities, and procedures.

* Execute or review daily transactions and verify the accuracy of data, documents, signatures, and approvals before completion.

* Verify the completion of Know Your Customer (KYC), Customer Due Diligence (CDD), and regulatory requirements before executing related services.

* Execute or review cash handling, counting and sorting, reconciliations, and daily records according to the scope of the role, and report any discrepancies.

* Receive customer requests and observations, address them within delegated authority or escalate them, and follow up on their closure within the specified timelines.

* Prepare and review daily reports and records, outstanding cases, and exceptions, and submit them to the direct supervisor.

* Comply with the Bank’s policies and procedures and the instructions of the relevant regulatory authorities, and maintain the confidentiality of Bank, customer, and employee information.

* Coordinate with relevant departments and units and provide the required information within delegated authorities to ensure completion of work and resolution of dependencies.

* Participate in improving procedures, systems, and controls, and submit proposals that enhance efficiency and quality and reduce risks and errors.

Requirements:

* Bachelor’s degree in Business Administration, Finance, Accounting, Banking and Financial Sciences, or a field related to the nature of the position.

* Typically, 2–4 years of relevant experience, preferably with experience in the banking sector depending on the nature of the role.

* Proficiency in using relevant systems and applications, analytical and problem-solving skills, accuracy and time management, report preparation, communication and teamwork, maintaining confidentiality, and compliance with policies and controls.

What We Offer:

Competitive salary and benefits.

Professional growth and development opportunities.

Dynamic and collaborative work environment.

Opportunity to join Iraq’s First Digital Bank and contribute to the future of banking.