Rapid Response & Service Recovery Officer at United Bank for Africa (UBA) Plc

United Bank for Africa (UBA) Plc is a leading pan-African financial services institution with a global footprint. We have a clear purpose to be a role model for African businesses by creating superior value for all our stakeholders.

UBA has a large footprint across the globe operating in 20 African countries: Republique du Benin, Burkina Faso, Cameroun, Congo Brazzaville, Congo DRC, Cote d'Ivoire, Gabon, Ghana, Guinea, Kenya, Liberia, Mali, Mozambique, Nigeria, Senegal, Sierra Leone, Tanzania, Tchad, Uganda, and Zambia. The Bank also operates in the United Kingdom, the United States of America, and with a presence in Paris.

We are recruiting to fill the position below:

Job Title: Rapid Response & Service Recovery Officer

Location: Nigeria
Job type: Permanent

Job Objective

• To provide timely resolution to both internal & external staff complaints.

Responsibilities

• Handling escalations on delayed responses/unresponsiveness of staff. 
• Evaluating root cause of failures, identifying trends, and making recommendations on preventative measures. 
• Escalation of issues impacting customer experience.
• Collaborating with resolution teams for closure of customer-related cases.
• Identifying areas of improvement or further efficiency potentials to optimize service recovery processes and customer experience.
• Carrying out triage of outgoing customer contact to ensure this is handled in the most appropriate manner and that customer satisfaction is restored. 
• Carrying out day-to-day service recovery including liaising with customers and researching their concerns to resolve dissatisfaction at the earliest opportunity, whilst maintaining positive customer relations. 

Qualifications

• Bachelor's Degree in any field.
• Minimum of two (2) years of relevant work experience.
• Our ideal candidate must have an impressive understanding of managing customers, monitoring and reporting the performance of deployed products, and business management. 
• A team player, a strategic partner, a good listener, and a problem solver.

What we expect from you:

• High degree of professional ethics, integrity, and responsibility.
• Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
• Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
• High sense of confidentiality and discreteness.

What you should expect from us

• Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
• Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
• Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.

Application Closing Date
29th April, 2022.