Customer Experience Officer

Location: Accra, Ghana
Employment Type: Full-Time
Application Deadline: 20 June 2026

Company Profile

Universal Merchant Bank (UMB) is a leading Ghanaian financial institution committed to delivering innovative banking solutions and exceptional customer experiences. We pride ourselves on building strong relationships with our customers by providing reliable, accessible, and customer-focused financial services.

At UMB, we believe that every customer interaction matters. We are passionate about creating positive experiences that build trust, loyalty, and long-term relationships. As part of our commitment to service excellence, we are looking for enthusiastic and customer-focused individuals to join our team as Customer Experience Officers.

Role Overview

As a Customer Experience Officer, you will serve as a key ambassador of the UMB brand, ensuring that every customer interaction is professional, efficient, and memorable. You will engage with customers across multiple touchpoints, provide timely support and solutions, and help create exceptional experiences that strengthen customer satisfaction and loyalty.

This role is ideal for energetic individuals who enjoy helping people, solving problems, embracing technology, and delivering service excellence.

What You Will Do

You will:

• Listen actively to customers, understand their needs, and provide effective solutions.
• Deliver exceptional service across all customer touchpoints and communication channels.
• Build strong relationships that foster customer trust, satisfaction, and loyalty.
• Resolve customer enquiries and concerns promptly and professionally.
• Create positive and memorable experiences that exceed customer expectations.
• Support customers with information about products, services, and banking solutions.
• Collaborate with internal teams to ensure customer issues are resolved efficiently.
• Contribute to initiatives that improve customer satisfaction and service delivery.
• Leverage technology and digital tools to enhance customer engagement and support.
• Represent the UMB brand with professionalism, empathy, and integrity.

What We Are Looking For

We are seeking candidates who demonstrate:

Essential Skills & Competencies

• Excellent verbal and written communication skills.
• A genuine passion for helping people and delivering outstanding customer service.
• A positive, empathetic, and patient approach to customer interactions.
• The ability to work effectively in a fast-paced and dynamic environment.
• Strong interpersonal and relationship-building skills.
• Problem-solving abilities and a solutions-oriented mindset.
• Strong attention to detail and professionalism.
• The ability to remain calm and composed under pressure.
• A commitment to continuous learning and personal development.

Technical Skills

You should have:

• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Familiarity with AI-powered productivity tools such as:
  • ChatGPT
  • Microsoft Copilot
  • Canva AI
  • Other emerging digital productivity tools
• Proficiency in major social media platforms, including:
  • Facebook
  • X (formerly Twitter)
  • Instagram
  • LinkedIn
• Confidence in learning and adapting to new technologies and digital platforms.

Who Will Thrive in This Role?

You are likely to succeed if you:

• Enjoy interacting with people from diverse backgrounds.
• Take pride in delivering exceptional customer experiences.
• Communicate clearly and confidently.
• Demonstrate empathy and emotional intelligence.
• Are curious, adaptable, and eager to learn new skills.
• Enjoy working collaboratively to solve customer challenges.

Why Join UMB?

At UMB, we invest in our people and provide an environment where talent can grow and thrive. You will have the opportunity to develop valuable customer experience skills, work with innovative technologies, and contribute to a culture that places customers at the center of everything we do.

You will benefit from:

• A supportive and collaborative work environment.
• Opportunities for professional growth and career development.
• Exposure to modern banking technologies and customer engagement practices.
• Continuous learning and development opportunities.
• The chance to make a meaningful impact on customer experiences every day.

Eligibility

• Applicants should be 26 years of age or younger at the time of application.

How to Apply

Apply online by clicking on the application button.