Customer Relations Specialist

As a Customer Relations Specialist, you will be able to work on and help service our customer base, learn new ways of working, and build delightful high-quality experiences for our customers. Be responsible for providing an effective and timely resolution of customer complaints across the bank. The role oversees high-volume complaint handling operations, ensuring fair customer outcomes, regulatory compliance, and adherence to service standards.

In addition, the incumbent will identify systemic issues through root cause analysis, drive corrective and preventive actions, and collaborate with stakeholders across the organization to improve processes, controls, and customer experience while preventing complaint recurrence.

Reporting to the Customer Relations lead, the role holder will be responsible for the following:

The Role Responsibility: 

• Manage the end-to-end handling of customer complaints, ensuring timely, fair, and consistent resolution in accordance with regulatory requirements and internal policies.

 

• Manage daily complaint management operations, including timely case creation, acknowledgement, investigation, escalation, and closure of high-volume complaint cases in a seamless and frictionless manner according to the relevant policies and procedures.

• Ensure complaints are handled fairly, consistently, and within established service level agreements (SLAs).

 

• Review complex or escalated complaints and recommend appropriate resolutions.

 

• Maintain accurate and comprehensive complaint records, investigation notes, and correspondence.

 

• Identify the root cause and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to resolve the issue feedback/complaint.

• Ensure complaint handling practices comply with applicable banking regulations, consumer protection requirements, governance policy, portfolio management standards, system delivery framework and internal governance standards.

 

• Act as the bank’s defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

 

 

 

Role Specific Technical Competencies:

Skill	Target proficiency level
Written and communication skills	Advanced
Complaints handling in a high-volume environment	Core

 

Key Performance Indicators (KPIs)

• Complaint resolution within agreed turnaround times.
• Quality and accuracy of complaint investigations.
• Regulatory and policy compliance.
• Reduction in recurring complaints.
• Timely completion of corrective action plans.
• Customer satisfaction and fair outcome measures.
• Quality of root cause analysis and reporting.

 

Our Ideal Candidate: 

• Graduate with extensive years of experience in Customer Complaints Handling, ideally in financial institutions or high growth start-ups.
• Experience in root cause analysis, process improvement, and stakeholder management.
• Experience in complaints handling in a high-volume environment
• Good understanding of Banking and Financial products, Bank’s control framework, Governance structure, conduct risk, and consumer protection requirements preferred.