Customer Care Job at First Bank of Nigeria (FBN)

First Bank of Nigeria (FBN) | Full-Time | Lagos, Nigeria | Customer Care / CRM Operations

Job Overview

First Bank of Nigeria (FBN) is inviting qualified candidates to apply for the position of Customer Experience CRM Analyst, a customer-care-focused role that sits at the intersection of CRM administration, user support, stakeholder coordination, reporting, and continuous service improvement.

Although the post is listed under Customer Care, this is not a traditional call-center or front-desk support role.

Instead, it is a CRM operations and customer experience systems role—ideal for professionals who understand how customer service processes, internal users, and technology platforms work together to improve service delivery.

This opportunity is based in Lagos, Nigeria, and is listed as a full-time role, with an application deadline of April 10, 2026. (First Bank Nigeria)

About First Bank of Nigeria

First Bank of Nigeria is one of the most established and recognized financial institutions in the country, with a long-standing reputation in banking, financial services, and digital transformation.

On its official careers platform, the bank positions itself as an employer building “the bank of the future,” with a strong focus on attracting self-motivated professionals who can contribute to customer-centric innovation and long-term growth. (First Bank Nigeria)

The bank’s culture is shaped around its EPIC values:

• Entrepreneurship
• Professionalism
• Innovation
• Customer-Centricity

These values are especially relevant for this role, since the position directly supports customer experience systems and internal CRM effectiveness. (First Bank Nigeria)

Job Title

• Customer Experience CRM Analyst

Employment Details

• Job Type: Full-time
• Location: Lagos, Nigeria
• Category: Customer Care / CRM / Customer Experience
• Deadline: April 10, 2026

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What This Role Is Really About

This position is best understood as a business-facing CRM support and optimization role.

You will help ensure that customer relationship management (CRM) tools—particularly those connected to Microsoft Dynamics 365 and the Microsoft Power Platform—are stable, useful, well-adopted, and aligned with business needs.

That means your work will likely involve:

• Supporting CRM users across the business
• Coordinating with IT teams, vendors, and service providers
• Configuring workflows and automation
• Tracking usage and adoption
• Training staff on best practices
• Gathering feedback from stakeholders
• Helping improve the overall customer experience through better CRM operations

So while it sits in “Customer Care,” this is much more of a CRM analyst / systems support / customer experience enablement role than a purely customer-facing support position.

Key Responsibilities

The role combines project coordination, application support, help desk support, training, and continuous improvement.

1) Project & Stakeholder Management

You will be expected to:

• Conduct sanity checks on deployed CRM modules and features to ensure:
  • Stability
  • Reliability
  • Performance
• Coordinate User Acceptance Testing (UAT)
• Support the creation of Business Requirement Documents (BRDs)
• Work with relevant stakeholders to:
  • Gather feedback
  • Understand evolving business needs
  • Align CRM functionality with operational expectations
• Track project milestones and ensure CRM updates and enhancements are delivered on time

This part of the role requires strong coordination and communication skills, not just technical know-how.

2) Application Support

A major part of the role is ongoing CRM support and system optimization.

You will:

• Serve as the liaison between:
  • End users
  • Vendors
  • Service providers
  • Internal IT teams
• Identify and design CRM reporting requirements, including:
  • List views
  • Dashboards
  • Analytics
• Configure:
  • Workflow rules
  • Business processes
  • Automation based on user needs
• Work with internal and external teams to ensure the CRM environment is:
  • Properly configured
  • Maintained
  • Optimized
• Provide technical support and troubleshoot software issues
• Monitor system performance and recommend improvements to enhance:
  • Efficiency
  • User experience
  • Adoption

This makes the role a strong fit for someone who can bridge business operations and CRM platform capability.

3) Help Desk Support

The job also includes day-to-day issue resolution and user enablement.

You’ll be responsible for:

• Responding quickly to user and system issues
• Troubleshooting and resolving problems effectively
• Analyzing recurring issues to identify patterns
• Communicating findings and proposing long-term fixes
• Working closely with business leaders to translate needs into:
  • Configurations
  • Customizations
  • Delivery-focused solutions
• Maintaining monthly usage statistics
• Monitoring CRM adoption to identify gaps and recommend improvements

This shows the employer wants someone who is not just reactive, but also proactive in identifying where the platform can better serve the business.

4) Training & Documentation

A standout part of this role is user education and adoption support.

You will:

• Train new users on CRM functions and best practices
• Provide ongoing training for existing users on:
  • New features
  • New modules
  • System updates
• Create and maintain:
  • Training materials
  • User guides
  • Documentation
• Promote adoption through:
  • Workshops
  • Demos
  • Support sessions

This means the ideal candidate should be comfortable presenting, teaching, and simplifying technical concepts for business users.

5) Continuous Improvement & Innovation

Beyond daily support, the role includes a strategic improvement lens.

You will:

• Identify opportunities to improve the CRM environment
• Support the implementation of enhancements that increase business value
• Stay up to date with Microsoft Dynamics 365 updates and trends
• Recommend new features or tools that can improve the customer experience
• Use feedback and usage data to refine CRM strategies and ensure alignment with organizational goals

This is where the role becomes especially valuable—it’s not just about maintaining the system, but helping the business get more out of it.

Qualifications & Requirements

Education

Candidates should have a background in:

• Computer Science
• Information Technology
• Or another relevant numerate discipline

Experience Required

The role specifically calls for experience with:

• Microsoft Dynamics 365
• CRM implementation across business functions such as:
  • Services
  • Sales
  • Other customer-facing workflows

You should also be proficient in:

• Microsoft CRM tools
• Microsoft Power BI
• Microsoft Power Apps
• Microsoft Power Automate

These tools strongly suggest the bank is looking for someone who can support not only CRM operations, but also reporting, low-code automation, and process optimization.

Ideal Candidate Profile

This position would be a strong match for someone who is:

• A CRM Analyst
• A CRM Support Specialist
• A Dynamics 365 Administrator
• A Customer Experience Systems Analyst
• A Business Applications Support Analyst
• A Power Platform / CRM Operations professional

How to Apply?

If you are interested in this job
Click Here to APPLY NOW

Application Deadline

Deadline: April 10, 2026