Customer Complaints Investigation Officer at First Bank – Lagos, Nigeria
Job Description
Job Description
- Assist to plan, collate and organize data for investigation of customers’ claims.
- Support in following up with Branches/Departments etc for relevant supporting documents, approvals and offer letters to customers needed for complaint resolution.
- Identify and justify genuine claims and process approval for refund for further review and manager sign off.
- Evaluate and identify operations and service delivery lapses and initiate recommendations on steps to be taken to forestall future occurrence.
- Assist to isolate root cause/nature of Customers’ Complaints and propose preventive measures and process improvement strategies.
- Assist in ensuring the implementation of refund approvals and monitor compliance.
- Assist in reconciliation process to enhance Bank’s position in Litigation and Debt Recovery process through verification of disputed balances to anchor Bank’s defense in situations of stalemate.
- Ensure compliance with the principles and policies in the Information Security Handbook.
JOB REQUIREMENTS
Education
- Minimum Education: First Degree preferably a Business degree (Second Class Lower)
Experience
- Minimum experience – 6 years in General banking and Audit
