Service Recovery Officer at Kuda Bank

Description

• We are looking for a Service Recovery Officer to harmonize the resolution of customer complaints and drive consistency and responsiveness in the way complaints are resolved and prevented.

Responsibilities

• Work with the Head Service recovery to design the consumer protection policy and service recovery framework to act as guide for handling complaints across the Organization
• Investigate and resolve customers' complaints.
• Contact customers who lodge complaints and regularly update them on the stage of resolution.
• Complaints Tracking and Documentation. Ensure proper record keeping in terms of regulatory requirements.
• Assist in developing and maintaining an up-to-date database of customers’ complaints, providing the foundation for effective customer profiling. •
• Conduct periodic root – cause analysis
• Assist in the development of initiatives to mitigate situations that lead to such complaints
• Build relationships, earn trust and buy-in from customers in order to get referral business and retain customer loyalty.
• Generation of Weekly Customer Complaints Report.
• Support the Head service recovery in implementing a complaint management culture bankwide.
• Liaise with relevant business areas to resolve issues arising from customer complaints, process or regulatory breaches.
• Build strong links with the bank’s different departments to enable seamless resolution of complaints.

Requirements

• B.Sc with 2-3 years’ experience in similar role
• Understanding of a full range of products
• High Degree knowledge of regulations governing the management of financial services.
• A broad understanding of the bank’s procedures and policies
• Computer literacy
• High Degree of intelligence, communication and analytical skills
• Knowledge of the Financial Advisory and Intermediary Services Act.

Benefits
Why join Kuda?
Become a part of one of the trailblazers in the challenger banking arena by joining the exciting and ambitious team at Kuda Bank as we work to become the neobank for ‘every African on the planet’.

• An exciting and flexible work environment
• Competitive pay
• Smart and kind coworkers
• Full pension contribution
• Reliable health insurance