Complaint & Resolution Officer at Fort Knox Outsourcing

Fort Knox Outsourcing was set up to cater to the growing need of businesses in Nigeria to reap the economic, strategic and operational benefits offered by outsourcing. We act as a “Third Party Service Provider” that Source, Select, and Second employment ready workforce in line with client specifications to meet their talent needs as quickly as possible!

We are recruiting to fill the position below:

Job Title: Complaint & Resolution Officer

Location: Ibadan, Oyo
Employment Type: Full-time

Key Accountabilities

• Oversee the efficient and effective handling of customer complaints through various channels. 
• Investigate and analyze complaints to identify root causes and patterns.
• Collaborate with relevant departments to address and resolve customer issues promptly.
• Continuously review and enhance the complaint management process for efficiency and effectiveness.
• Implement improvements to prevent recurring issues and streamline resolution procedures.
• Work closely with cross-functional teams to address systemic problems contributing to customer complaints.
• Stay abreast of industry regulations and ensure the bank's complaint management practices comply with all relevant laws and guidelines.
• Collaborate with legal and compliance teams to address regulatory concerns and implement necessary changes.
• Develop and maintain comprehensive reporting on complaint trends, resolutions, and customer feedback.
• Provide regular reports to senior management, highlighting key performance indicators and areas for improvement.

Qualifications

• Bachelor's Degree in Business, Finance, or a related field. Master's degree is a plus.
• Over 3 years working experience in the Fintech or banking industry with an understanding of customer complaint management and regulatory compliance
• Proven experience in complaint management within the banking or financial industry.
• Strong understanding of banking operations, products, and services.
• Excellent analytical and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to collaborate with cross-functional teams.
• Knowledge of regulatory requirements related to complaint management.

Salary
N150,000 / Month.

Application Closing Date
30th April, 2025.