Service Officer

Job Vacancy

SERVICE OFFICER

The Lesotho PostBank (LPB), your only Basotho Bank invites suitably qualified candidates to apply for the following vacant position:

Job Title: Service Officer (Paterson Grade C).
Reports To: Head of Business Banking
Department: Business Banking
Location: Maseru-Head Office

JOB PURPOSE

To serve as the primary operational and query resolution anchor within the Business Banking division. The role is dedicated to managing complex client inquiries within strict turnaround times, driving customer service excellence, and explaining the bank’s commercial product suite. Additionally, the position coordinates head-office departmental administration, interfaces with Retail and Credit units, and works directly with the Head of Business Banking to close internal and external audit findings.

KEY RESPONSIBILITIES

Customer Query Management and Service Excellence

• Owns, logs, and resolves complex corporate and business customer queries, disputes, and service requests within strictly agreed-upon turnaround times (SLAs).
• Promotes an exceptional customer service culture by acting as a responsive, helpful, and empathetic point of contact for business banking clients.
• Provides clear, expert explanations of the bank’s business banking products, digital platforms, fee structures, and specialized commercial services to clients.
• Assists business clients through onboarding processes, ensuring all operational documentation is accurately processed to minimize time-to-market delay.

Head Office Administration and Inter-Departmental Collaboration

• Acts as the administrative secretariat for all Business Banking departmental meetings, managing schedules, preparing agendas, and tracking action items.
• Assists other team members with day-to-day administrative tasks, document management, and data handling at the head office to optimize workflow efficiency.
• Fosters strong collaborative links with the Retail Processing and Credit Risk departments to expedite complex transactions and resolve bottlenecks for business clients.
• Functions as an active, supportive team player, contributing positively to departmental goals, knowledge sharing, and peer-to-peer assistance.

Audit, Compliance and Risk Management

• Works closely and proactively with the Head of Business Banking to investigate, resolve, and close all internal and external audit findings within set timelines.
• Applies in-depth operational knowledge of credit application workflows, tracking procedures, and documentation checklists to support compliance and reduce process gaps.
• Adheres strictly to the Central Bank of Lesotho guidelines, KYC procedures, and internal policies to prevent operational losses or compliance penalties.

Financial and Portfolio Monitoring

• Identifies cross-selling opportunities during query management interactions to feed the sales pipeline for relationship managers.
• Assists in monitoring unallocated accounts, clearing logs, and supporting the portfolio’s overall financial hygiene.

Lesotho PostBank is an authorized service provider licensed by the Central Bank of Lesotho.
Letsetsa Toll Free: 80009920
Tsotsoma, WhatsApp Line: 62579119

MINIMUM REQUIREMENTS

• Minimum of a First Degree (NQF Level 7) in Business, Commerce, Banking, Accounting, Finance, or a related field of study.
• 1–2 years of operations or customer fulfilment experience in a commercial banking environment, with proven experience in handling client queries or front-office credit/retail processes.

COMPETENCIES

• Understanding commercial credit processes, retail processing cycles, and account administration loops.
• Familiarity with modern service-level agreement tracking methodologies and ticketing systems.
• Solid grasp of business-focused banking solutions.
• Ability to cooperate, support colleagues, and work effectively across different functional teams.
• Strong sense of urgency.
• Excellent attention to detail under tight schedules.
• Verbal and written communication skills.

HOW TO APPLY

Applications and CVs (including names of three referees) accompanied by certified copies of relevant certificates should be emailed to recruitment@lpb.co.ls

The closing date for submission of applications is 16th September 2026.

Disclaimer: Only shortlisted candidates will be contacted.