Customer Grievance Officer

About the role

The Grievance Officer is responsible for ensuring effective resolution of customer complaints and grievances, enhancing customer satisfaction, and maintaining the bank's reputation for excellent customer service. This role involves managing and addressing customer concerns in a timely, fair, and transparent manner.

What you'll do

• Receive and log customer complaints and grievances through various channels, such as phone, email, or in-person visits
• Investigate and analyze the root causes of complaints to provide accurate solutions
• Ensure all complaints are handled within the stipulated timeframes and in adherence to the bank's policies and regulations
• Maintain clear and open lines of communication with customers throughout the complaint resolution process
• Provide customers with timely updates on the status of their complaints and expected resolution timelines

What you need

• CRM
• Customer service
• Complaint handling
• Communication