Service Recovery Officer — Equity Bank Kenya (Nairobi)

Service Recovery Officer

Overview

Equity Bank Kenya is seeking a Service Recovery Officer to champion customer experience restoration. This role is dedicated to analyzing customer friction points, resolving high-level grievances, and closing the feedback loop across multiple channels. You will identify systemic service gaps and advocate for the customer within cross-functional teams to turn negative experiences into opportunities for long-term loyalty and trust.

Responsibilities

• Analyze customer feedback from VOC surveys, app reviews, and contact center logs to identify pain points.
• Manage end-to-end CRM case resolution, ensuring accurate categorization and timely closure.
• Handle escalated and sensitive customer issues with a personalized, empathy-driven approach.
• Identify drivers for transaction drop-offs in digital banking and lending journeys.
• Collaborate with IT, Product, and Branch teams to drive systemic improvements and reduce friction.
• Monitor service levels and escalate challenges affecting turnaround times and satisfaction.
• Recommend training needs and process enhancements based on behavioral pattern insights.

Qualifications & Experience

• 2–4 years of experience in customer service, service recovery, or complaint management.
• Strong proficiency in CRM systems and complaint management platforms.
• Sound knowledge of root cause analysis (RCA) techniques.
• Exceptional communication, negotiation, and conflict-resolution skills.
• Added Advantage: Experience handling escalations specifically in the banking or financial services sector.

Method of Application

Apply via:  Equity Bank Kenya on equitybank.taleo.net