• Application Deadline: GMT
• Position: Rapid Response & Service Recovery Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 years


• Location Lagos


• Job Field Banking  , Finance / Accounting / Audit 
  

Job Objective

• To provide timely resolution to both internal & external staff complaints.

Responsibilities

• Handling escalations on delayed responses/unresponsiveness of staff. 


• Evaluating root cause of failures, identifying trends, and making recommendations on preventative measures. 


• Escalation of issues impacting customer experience.


• Collaborating with resolution teams for closure of customer-related cases.


• Identifying areas of improvement or further efficiency potentials to optimize service recovery processes and customer experience.


• Carrying out triage of outgoing customer contact to ensure this is handled in the most appropriate manner and that customer satisfaction is restored. 


• Carrying out day-to-day service recovery including liaising with customers and researching their concerns to resolve dissatisfaction at the earliest opportunity, whilst maintaining positive customer relations. 

Qualifications

• Bachelor's Degree in any field.


• Minimum of two (2) years of relevant work experience.


• Our ideal candidate must have an impressive understanding of managing customers, monitoring and reporting the performance of deployed products, and business management. 


• A team player, a strategic partner, a good listener, and a problem solver.

What we expect from you:

• High degree of professional ethics, integrity, and responsibility.


• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.


• Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.


• High sense of confidentiality and discreteness.

What you should expect from us

• Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.


• Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.


• Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.