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Investigate and resolve customer complaints or issues that branch staff cannot handle, ensuring timely and satisfactory outcomes. • Address complex queries from customers escalated from branches via phone, email, or live chat, covering accounts, loans, transactions, and banking services. • Liaise with other head office departments (e.g., IT, compliance, or operations) to resolve technical or procedural issues affecting customers or branches • Organize and deliver training sessions for branch staff on customer service best practices, new systems, or product knowledge. • Analyze customer feedback and service metrics to identify trends and recommend improvements to enhance customer experience. • Ensure all interactions comply with banking regulations, data protection laws, and internal policies. • Provide guidance and training to branch customer service teams on policies, procedures, and system usage to ensure consistent service quality.