Activation Officer

Role summary

The activation officers are responsible for ensuring the integrity, accuracy, and compliance of customer activation procedures in alignment with operational, audit, and risk standards.

Key responsibilities:

• Welcome customers and provide assistance by responding to basic product-related inquiries in a professional and customer-focused manner.
• Execute the complete activation process for Mylo accounts within the branch, ensuring accuracy and adherence to internal procedures.
• Verify customer identity by matching national ID details with system records and ensuring all information is valid and compliant with KYC guidelines.
• Review, print, and collect customer signatures on all required activation documents, and complete the reviewer’s signing and stamping process.
• Upload customer documents to the system, ensuring all images are clear, complete, and compliant before proceeding with account activation.
• Organize and archive physical documents according to the approved filing structure and coordinate with the shipping officer to hand them over properly.
• Complete the Mylo card activation journey, including conducting KYC verification, linking the card to the account, and assisting customers with PIN setup.
• Monitor, track, and record Mylo card stock levels inside the branch to ensure availability and timely replenishment.
• Immediately report any suspicious activity, unusual customer behavior, or potential fraud cases to the risk team as per internal escalation protocols.

Job requirements:

Education & experience

• Bachelor’s degree in business, commerce, or any related field.
• Previous experience in retail banking or front-office operations is an advantage.
• Familiarity with KYC procedures and identity verification processes is a plus.

Skills & competencies

• Strong communication and interpersonal skills to engage with customers professionally.
• High attention to detail, especially when reviewing documents and verifying customer information.
• Ability to follow structured processes and comply with documentation standards.
• Basic knowledge of banking products and card activation processes is preferred.
• Good problem-solving skills and the ability to handle customer inquiries efficiently.
• Strong organizational skills for managing physical and digital documents.

Behavioral attributes

• Customer-centric attitude with a professional and welcoming approach.
• Integrity and strong sense of responsibility, especially regarding fraud detection and reporting.
• Team player with a proactive and cooperative mindset.