Role Overview
Equity Bank Kenya is seeking a Service Recovery Officer to be responsible for restoring customer confidence and ensuring high-quality service delivery. The role involves analyzing feedback from various touchpoints, identifying experience gaps, and managing end-to-end case resolutions. You will collaborate with cross-functional teams to drive timely resolution and eliminate service friction, ultimately improving conversion rates and customer satisfaction.
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.
How to Apply
Interested and qualified candidates should apply online via the Equity Bank recruitment portal on equitybank.taleo.net.
