The Key Responsibilities
Customer Feedback Review & Insights Generation:
Analyse feedback from VOC surveys, post-incident surveys, digital app reviews, branch interactions, and contact centre logs.
Identify experience gaps, recurring pain points, and emerging customer trends
Review customer journeys to detect drop-offs, transaction abandonment points, and service friction.
Translate insights into root causes and actionable improvement opportunities
Case Analysis & End-to-End Loop Closure:
Review CRM cases to ensure accurate categorization, prioritization, and completeness
Engage customers to clarify issues, provide updates, and maintain communication throughout resolution
Coordinate with branches, operations, IT, digital, and product teams to drive timely resolution
Ensure accurate case closure with full accountability and documentation
Service Recovery & Experience Restoration:
Handle escalated and sensitive customer issues with a personalized, empathy-driven approach
Provide consistent follow-up and track corrective actions to closure
Confirm resolution with customers to ensure satisfaction and confidence restoration
Act as a customer advocate throughout the recovery process
Drop-Off Management & Escalation
Identify drivers of drop-offs across onboarding, lending, card usage, digital banking, and self-service journeys
Collaborate with product and process owners to address root causes
Improve conversion rates, retention, and customer experience outcomes
Escalate systemic issues impacting SLAs, turnaround times and customer satisfaction
Continuous Improvement:
Recommend process improvements, system enhancements, and training needs based on insights
Leverage feedback and behavioural patterns to optimize service recovery and operations
Continuously refine workflows to enhance efficiency and reduce customer friction
Stakeholder Collaboration:
Engage cross-functional teams to ensure effective follow-through on customer issues
Drive accountability to close feedback loops and resolve recurring issues
Escalate systemic challenges affecting service levels, turnaround times, and customer experience
Foster collaboration to enhance overall service quality and consistency
Key Technical Skills & Leadership Competencies
Strong proficiency in CRM systems and complaint management platforms, with the ability to manage and track end-to-end case resolution.
Sound knowledge of root cause analysis techniques to identify underlying issues and prevent recurrence.
Strong problem-solving and decision-making skills with the ability to handle complex customer issues effectively.
Ability to manage time-sensitive escalations while maintaining service quality and adherence to SLAs.
Excellent communication, negotiation, and conflict-resolution skills, with a customer-centric approach.
Good understanding of customer experience principles, service recovery practices, and customer journey management.
Experience Requirements
2 - 4 years' experience in customer service, service recovery, complaint management, or related role.
Experience handling escalations in banking or financial services is an added advantage.
Demonstrated ability to manage complex customer issues and coordinate across departments.