Customer Resolution Center (CRC) Officer at Premium Human Resource Solution Limited

Job Summary

• We are seeking a Customer Resolution Centre (CRC) Officer with proven experience resolving customer complaints within a financial institution.
• The ideal candidate will be skilled in handling high volumes of calls, emails, and digital inquiries, providing timely, accurate, and empathetic responses while maintaining a strong customer-centric approach.
• This role is critical in upholding the brand’s reputation through professional and satisfactory complaint resolution.

Key Responsibilities

• Serve as the first point of contact for customer complaints received through phone calls, emails, and other digital platforms.
• Log, track, and follow through on all customer complaints and inquiries to ensure they are resolved within agreed turnaround times (TAT).
• Conduct root cause analysis of customer complaints to identify recurring issues and escalate them for process improvement.
• Collaborate with relevant departments (e.g., Operations, Risk, IT, Product) to ensure seamless complaint resolution.
• Maintain detailed and accurate records of all interactions in the CRM or complaint management system.
• Prepare daily, weekly, and monthly reports on complaint trends, volumes, and resolution timelines.
• Recommend improvements to enhance customer satisfaction and reduce complaint recurrence.
• Ensure all resolutions comply with regulatory requirements, internal policies, and SLAs.
• Promote and maintain a positive image of the brand in every customer interaction.

Requirements
Education & Experience:

• BSc Degree in Business Administration, Banking, Communication, or a related field.
• 2–4 years proven experience in a customer service or complaint resolution role within a financial institution (commercial bank, microfinance, fintech, etc.).
• Experience handling high volumes of inbound and outbound communications.

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong listening, empathy, and problem-solving abilities.
• Proficiency in CRM tools and complaint tracking systems.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong sense of accountability, confidentiality, and professionalism.
• Conflict resolution skills and emotional intelligence.

Salary
Negotiable