Customer Solutions Specialist

Qualifications and Requirements

· Bachelor’s degree in business administration, Finance, or related field.

· Minimum of 3 years’ experience in customer support, credit operations, or loan-resolution functions.

· Strong analytical, reconciliation, and investigative skills.

· Excellent written and verbal communication; confident in cross-department and client engagement.

· High integrity, confidentiality, and compliance awareness.

· Proficiency in ERP/CRM systems, Microsoft Excel, and reporting tools.

· Ability to multitask, prioritize, and manage complex workloads under pressure.

Escalation & Resolution Management

· Review and resolve escalated or complex cases forwarded by Customer Solutions Agents, Customer Care, or Management.

· Handle loan-related issues including settlements, reconciliations, account corrections, and interest adjustments.

· Manage specialized tasks assigned under specific portfolios such as:

o Logbook and number plate complex issues.

o Settlement, refund, and amendment cases.

o Project-based or pilot initiatives impacting customer accounts.

o Social media escalations or publicly visible complaints requiring formal responses.

· Address any other complex or high-impact cases as delegated by the Customer Solutions Manager.

· Process special requests from senior stakeholders such as the Head of Commercial Operations, Legal, or Collections teams.

· Ensure clear, well-documented communication and feedback to all internal stakeholders.

Complex Account & Documentation Analysis

· Prepare comprehensive and detailed loan statements for high-value or disputed accounts.

· Evaluate settlement computations and recommend fair, policy-compliant resolutions.

· Verify accuracy of restructures, refunds, and account amendments processed by the team.

· Ensure all documentation supports audit readiness and traceability.

Client Communication & Documentation

· Provide accurate, clear, and compliant communication to clients for escalated cases.

· Draft or review client-facing responses for sensitive or public complaints, ensuring tone and content align with company standards.

· Maintain complete, well-organized records of all communication, documentation, and case actions.

· Ensure every resolution is properly recorded in the system with adequate background, decisions, and justifications.

Complaint & Issue Management

· Manage influencer-raised, sensitive, or public complaints professionally and factually.

· Liaise with Legal, Risk, and Compliance teams on cases with potential legal or reputational implications.

· Identify recurring issues and recommend workflow or policy adjustments to reduce repeat escalations.

Strategic & Operational Support

· Provide insights and trends on common customer pain points or process bottlenecks.

· Participate in policy reviews, workflow updates, and escalation threshold assessments.

· Mentor and guide Customer Solutions Agents on handling complex cases, ensuring adherence to compliance and quality standards.