Service Recovery Officer at Equity Bank Kenya

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.