Service Recovery Officer

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