Customer Complaints Investigation Officer at First Bank

• Assist to plan, collate and organize data for investigation of customers’ claims.
• Support in following up with Branches/Departments etc for relevant supporting documents, approvals and offer letters to customers needed for complaint resolution.
• Identify and justify genuine claims and process approval for refund for further review and manager sign off.
• Evaluate and identify operations and service delivery lapses and initiate recommendations on steps to be taken to forestall future occurrence.
• Assist to isolate root cause/nature of Customers’ Complaints and propose preventive measures and process improvement strategies.
• Assist in ensuring the implementation of refund approvals and monitor compliance.
• Assist in reconciliation process to enhance Bank’s position in Litigation and Debt Recovery process through verification of disputed balances to anchor Bank’s defense in situations of stalemate.
• Ensure compliance with the principles and policies in the Information Security Handbook.

JOB REQUIREMENTS

Education

• Minimum Education: First Degree preferably a Business degree (Second Class Lower)

Experience

• Minimum experience – 6 years in General banking and Audit

KEY COMPETENCY REQUIREMENTS

Competencies

• Bank Wide
• Leadership
• Core Technical
• Specific Functional

Skill/Knowledge

• Entrepreneurship
• Disruption Mindset
• Integrity
• Customer Centricity
• Inspirational Leadership & Influence
• Digital Savvy
• Achieving Results
• Business Judgement
• Collaboration & Execution
• Financial Accounting Knowledge
• Regulatory knowledge & understanding of CBN Guidelines
• Risk Management & Investigation / Fraud management
• Total Quality Management
• Operational Risk
• Anti-Money Laundering (AML) / Combating the Financing of Terrorism (CFT) Knowledge
• Internal Control Operations