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Service Recovery Officer
Equity Bank Kenya
Posted 4 months agoNairobi, Kenya
Location
Nairobi, Kenya
Job Type
Full-time
Experience
Mid-Level
Category
Customer Service
Job Description
Equity Bank is a leading Financial Services Institution operating in Kenya, spanning banking, insurance, technology and social enterprises.
Role Purpose:
The Service Recovery Officer plays a critical role in restoring customer trust by effectively resolving escalated issues and service failures in a timely and professional manner. The role is responsible for managing customer complaints end-to-end, ensuring prompt follow-up, clear and empathetic communication and resolution in line with the Bank's service standards. Acting as a key link between customers and internal teams including branches, contact center and back-office units, the role coordinates cross-functional efforts to drive effective resolution while maintaining a positive customer experience.
Analyse feedback from VOC surveys, post-incident surveys, digital app reviews, branch interactions, and contact centre logs
Strong proficiency in CRM systems and complaint management platforms, with the ability to manage and track end-to-end case resolution
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Requirements
- Academic Qualifications:
- Bachelor's degree in Business, Communication, Customer Experience, or related field
- CX Certification (advantageous)
- Training in service excellence, communication or conflict management preferred
- 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
- Key Technical Skills:
- 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
Responsibilities
- Customer Feedback Review & Insights Generation:
- 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
- Foster collaboration to enhance overall service quality and consistency
How to Apply
Apply online through the Equity Bank careers portal.
