First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank ...
Interpret and implement CBN Consumer Protection Framework, FCCPC regulations, BOFIA provisions, and other applicable directives for proper management of customer’s complaints.
Track, manage, and respond to regulatory complaints, queries, and sanctions relating to customer experience.
Ensure timely submission of regulatory reports on complaints and resolution outcomes.
Conduct periodic compliance reviews of complaint handling processes across all channels.
Review high-risk, sensitive, or complex customer cases and approve final resolutions.
Interface with relevant stakeholders - regulators, legal teams, compliance, risk, operations, and business units etc. on complaint resolution.
Coordinate responses to regulator-initiated investigations or customer petitions.
Analyze complaint trends to identify recurring issues and systemic failures.
Recommend and drive corrective actions to prevent recurrence.
Collaborate with product, operations, digital, and branch teams to improve service design.
Develop and update complaint management and customer redress policies.
Work in conjunction with other team lead to train frontline and back-office teams on regulatory complaint handling standards.
Ensure internal complaints handling processes comply with legal requirements, industry regulations, bank policies and professional codes.
Periodically investigate and analyze complaints data to identify unfavorable trends and recommend improvements.
Respond to customer complaints in a timely and effective manner, via phone, and email with a view to enhancing customer experience
Provide insights and metrics to stakeholders on global/evolving complaints management trends
Lead the design, management, and monitoring of complaint handling procedures in compliance with CBN guidelines.
Analyze root causes of complaints to drive service recovery and prevent recurrence.
Lead training programs that build staff capacity on customer rights, redress procedures, ethical selling, and regulatory compliance.
JOB REQUIREMENTS
Education
Minimum of Bachelor’s degree in any discipline
Experience
Minimum of 5 years relevant experience
Experience with customer complaint management or other strategic projects
Average Salaries in Nigeria in 2026This guide brings together the average salary in Nigeria based on recent 2026 salary benchmarks. Salaries are listed by industry, experience level and city to give jobseekers, employers and HR professionals a more useful picture of salary levels in Nigeria in 2026.
Best Freelance Skills You Need to Earn in USDThis article discusses the best freelance skills to learn if you want to earn in USD and shares tips on how you can get your first interantional client.
Gmail
Yahoomail