Call Center Agents at Kuda Bank (Hybrid)

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Apply for the Call Center Agents at Kuda Bank (Hybrid)!

Kuda Bank is a full-service, app-based digital bank. Our mission is to be the go-to bank not just for those living on the African continent, but also for the African diaspora wherever they might live, anywhere in the world.

Kuda Bank offers benefits including a competitive salary, comprehensive health and life insurance, a pension scheme, paid annual leave, and opportunities for career development through Kuda Academy. Employees also benefit from a hybrid work model with remote options and a supportive and creative work environment.

Individuals interested in the Call Center Agents at Kuda Bank should review the details, requirements, and application process provided below.

Contact Center Agents (Fixed Term Contract):

• Job Type: Full Time | Hybrid
• Required Qualification: BSC/HND/BA
• Category: Tech
• Location: Lagos | Nigeria
• Benefits: Salary+ Training + Employment

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Job Details:

Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet.
We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.
We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world’s most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

Job Overview:

Engage current and potential customers to provide support, ensure customer satisfaction and retention towards the fulfilment of the strategic goal of the business at large.

Responsibilities:

• Staying informed on social media trends, innovations, and changes.
• Act as the first point of contact to customers.
• Resolve customer issues within the scope of existing service level agreements.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Follow communication procedures, guidelines, and policies while resolving customers’ complaints through multiple channels.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out so that you can answer questions and resolve them.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Ensure that all escalated disputes are properly reviewed and resolved within the agreed SLA according to CBN guidelines.
• Respond promptly and effectively to escalated disputes and communicate findings to customers
• Provide feedback on the efficiency of the customer impacting processes for improvement purposes.
• Ensure customer satisfaction and provide professional customer support. 
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication
• Ensure the highest level of service standards are maintained.

Job Requirements:

• HND/B.Sc(MBA added advantage)
• Minimum of 1-2 years’ experience in similar role.
• Excellent knowledge of social media best practices.
• Ability to effectively use a variety of social media platforms, such as Twitter, Facebook, Instagram, LinkedIn, and Google+.
• ·Working knowledge of social media tools, such as HootSuite, Buffer, and Google Analytics
• Conversant with major Telephony and CRM applications used across the industry.
• Ability to deal with diverse problems using facts, judgement and discretion to resolve them.
• Have an instinct around anticipating and handling problems, crafting solutions, communicate them to clients
• Ability to probe effectively for understanding.
• Listening attentively to customers on every complaint.
• Offer customer a solution or an alternative that best meets their needs.  
• Knowledge of customer service practices and principles
• An understanding of banking procedures and policies and Computer literacy
• High degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Account Management Intern

• Job Type: Full Time | Hybrid
• Required Qualification: BSC/HND/BA
• Category: Tech | Graduate Intern
• Location: Lagos | Nigeria
• Benefits: Salary+ Training + Employment

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Job Details

We are seeking a highly detail-oriented and diligent Account Management Intern to join our Operations team. This unique internship focuses entirely on the critical process of Know Your Customer (KYC) documentation validation. The successful candidate will be the key link in upgrading customer accounts to Tier 3 status by meticulously reviewing and confirming the authenticity and completeness of all required documentation. This role is perfect for someone looking to build a career in compliance, risk management, or account operations within the financial technology or banking sector.

Key Responsibilities

• The primary and sole responsibility of this role is the validation of customer KYC documentation for Tier 3 account upgrades:
• Document Review & Verification: Systematically review submitted customer documentation (e.g., government-issued IDs, proof of address, utility bills, business registration documents) against internal policy requirements for Tier 3 accounts.
• Authenticity Checks: Scrutinize documents for signs of fraud, tampering, or inconsistency. Utilize internal verification tools and databases to confirm the validity of information provided.
• Data Entry and Accuracy: Ensure all validated customer data is accurately and promptly recorded in the customer relationship management (CRM) and core banking systems.
• Discrepancy Resolution: Identify and log any missing, incomplete, or non-compliant documentation. Proactively communicate with the Account Management or Support teams to request necessary corrections or additional information from the customer.
• Account Status Management: Initiate the account upgrade process for customers whose documentation meets all Tier 3 compliance standards and clearly flag accounts that require further action.

Job Requirement:

• Exceptional attention to detail is non-negotiable for this role.
• Strong analytical and critical thinking skills, with the ability to spot inconsistencies and potential red flags.
• High level of proficiency with computer systems and data entry
• Excellent written and verbal communication skills
• Ability to work independently, manage a high volume of tasks, and prioritize effectively in a fast-paced environment.
• A strong sense of integrity and a commitment to handling sensitive and confidential customer information with discretion.

Duration and Compensation

• Duration: 3 month – renewable contract
• Working Hours: 8am – 5pm
• Compensation: As advised by HR

Requirements

• NYSC Completed
• Excellent problem-solving skills and attention to detail.
• Ability to thrive in a fast-paced, dynamic environment.
• Excellent verbal and written communication skills

Benefits

Why join Kuda?

At Kuda, our people are the heart of our business, so we prioritize your welfare. We offer a wide range of competitive benefits in areas including but not limited to:

• Growth
• Paid annual leave
• Life Assurance
• Career Development
• Birthday off work
• L&D training
• Hybrid work model

Kuda are proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Kuda is considered based on merit, qualifications, competence and talent.

We don’t regard colour, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

Retail Relationship Manager

• Job Type: Full Time | Hybrid
• Required Qualification: BSC/HND/BA
• Category: Tech
• Location: Lagos | Nigeria
• Benefits: Salary+ Training + Employment

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Job Details:

The Retail Premium Relationship Manager is responsible for managing and growing relationships with high-value retail and premium individual customers. The role focuses on delivering personalized banking support, improving customer engagement and satisfaction, and ensuring premium customers receive a seamless, high-quality banking experience aligned with the strategic goals of the Customer Experience function and the business.

Responsibilities:

• Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
• Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
• Proactively engage premium customers to drive satisfaction, retention, and product usage. 
• Ensure all customer queries are handled promptly, professionally, and within defined service levels
• Collaborate with internal teams to resolve customer issues efficiently.
• Support onboarding and activation of premium customers ensuring accurate KYC processes.
• Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
• Monitor customer engagement trends and proactively address service gaps.
• Provide regular updates and reports on portfolio performance and customer insights.
• Support initiatives aimed at improving customer experience and premium service offerings.
• Stay informed on emerging trends in retail banking and premium customer engagement.
• Build strong internal relationships to enhance service delivery.
• Act as an escalation point for complex premium customer concerns.
• Maintain accurate customer records and contribute to customer profiling and segmentation.
• Maintain high customer experience standards and ensure premium service delivery.
• Identify opportunities to improve customer journeys, onboarding, and engagement processes.
• Prepare periodic portfolio performance and customer engagement reports.
• Any other duties as assigned.

Jo Requirements:

• Strong interpersonal and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage high-value customer relationships professionally and discreetly.
• Strong understanding of retail banking products and services.
• Strong analytical and problem-solving skills.
• Ability to influence and engage customers effectively.
• Customer-focused mindset with high attention to detail.
• Proficiency in CRM systems, banking platforms, and digital tools.
• Ability to manage multiple customer relationships simultaneously
• Minimum of 2–3 years experience in retail banking, relationship management, or customer experience role