Customer Service Officer

The National Bank of the Virgin Islands ("the Bank") is seeking a qualified person to fill the following full-time position: 

Customer Service Officer

Job Summary:

Purpose of the Job:

The Customer Service Officer will:

• Support the Branch Manager by ensuring that the Frontline personnel consistently provides superior customer service, and by verifying the Head Teller's responsibilities and tasks are thoroughly completed.
• Promote and convey a feeling of trust, professionalism, dependability, and excellence that result  in exceptional customer satisfaction and experiences to customers and staff. 
• Perform all duties and responsibilities in accordance with the policies of the Bank and legislation of the Virgin Islands.

Educational Requirements:

• Two-year college (Associate Degree)
• Sales and Negotiations Training
• Customer Service Training.

 Training/Skill Requirements:

• Knowledge of all Bank products and services
• Proficiency in Microsoft Office 
• Leadership and coaching skills
• Tact and diplomacy in dealing with both customers and employees
• Strong organizational skills
• Good communication skills
• Enjoy public contact
• Able to work well under pressure
• Pleasant telephone manners
• Detail oriented
• Knowledge of Bank's policies and procedures and the regulations
• Mathematical aptitude
• Problem-solving skills
• Good typing skills
• Flexibility and ability to multi-task
• Aware of and compliant with the legal standards established by the Virgin Islands
  •

 Experience:

• At least three (3) years in a similar role with one (1) year minimum Banking experience.

Primary Responsibilities include, but are not limited to: 

1. Monitors key products/sales within the Branch to reduce customer attrition and contribute to profitability. 
2. Maximizes opportunities to cross-sell products and services.
3. Coaches the Customer Service Officers team to meet individual and Branch sales goals.
4. Demonstrates professionalism and dependability to develop and deliver excellent service experiences to customers and staff.
5. Reviews the customer service team's inbox daily and responds to inquiries accordingly.
6. Ensures that the opening and closing procedures (i.e. vault, alarms, ATM's, night deposits, etcetera) and end of day balancing of Branch are completed, and assists when necessary.
7. Holds joint custody of the Vault, ATMs, and Night depository with the Branch Manager or designate.
8. Checks and authorizes the input of data for new and modified deposit suite of accounts.
9. Identifies training needs and arrange /or train the direct reports to improve efficiency.
10. Assists with developing direct reports in sales, technical and people skills.
11. Ensures that tasks and responsibilities are completed in adherence to policies and procedures, and regulations.
12. Ensures adequate staffing is available to maintain efficient Branch operation.
13. Makes provisions for the proper orientation and training of new personnel and trains new personnel, as required.
14. Organizes, schedules, and distributes work among assigned personnel.
15. Resolves staff problems that require a supervisor-level decision.
16. Reviews employees' performance and assists the Branch Manager with performance evaluations throughout the probationary period and on a semi-annual and annual basis.
17. Performs any other relevant duties or special projects as necessary from time to time to meet the needs of the Bank or as attendant to the post of Customer Service Supervisor.

Reporting Line: Customer Service Supervisor

Applicants must submit the following documents through BambooHR via

• Cover letter (specifying the vacancy);
• Resume and certified copies of academic certification (and or diplomas).

 Applications and résumés should be addressed to the attention of:

Ms. Chanteé Mathavious

Human Resources Manager

National Bank of the Virgin Islands Limited

P.O. Box 275

Road Town, Tortola VG1110

British Virgin Islands

Please do not apply via email or submit hard-copies unless directed to do so.

Please call Ms. Mia Francis, Human Resources Officer II, at if any further information or clarification is required.

Submission Deadline: 1st December 2025