Premium Human Resource Solution - Our client, a reputable asset management organization, is recruiting to fill the position below:


Job Title: Customer Resolution Center (CRC) Officer
Location: Victoria Island, Lagos
Employment Type: Full-time
Industry: Financial Services (Asset Management)


Job Summary

We are seeking a Customer Resolution Centre (CRC) Officer with proven experience resolving customer complaints within a financial institution.
The ideal candidate will be skilled in handling high volumes of calls, emails, and digital inquiries, providing timely, accurate, and empathetic responses while maintaining a strong customer-centric approach.
This role is critical in upholding the brand’s reputation through professional and satisfactory complaint resolution.


Key Responsibilities

* Serve as the first point of contact for customer complaints received through phone calls, emails, and other digital platforms.
* Log, track, and follow through on all customer complaints and inquiries to ensure they are resolved within agreed turnaround times (TAT).
* Conduct root cause analysis of customer complaints to identify recurring issues and escalate them for process improvement.
* Collaborate with relevant departments (e.g., Operations, Risk, IT, Product) to ensure seamless complaint resolution.
* Maintain detailed and accurate records of all interactions in the CRM or complaint management system.
* Prepare daily, weekly, and monthly reports on complaint trends, volumes, and resolution timelines.
* Recommend improvements to enhance customer satisfaction and reduce complaint recurrence.
* Ensure all resolutions comply with regulatory requirements, internal policies, and SLAs.
* Promote and maintain a positive image of the brand in every customer interaction.


Requirements
Education & Experience:

* BSc Degree in Business Administration, Banking, Communication, or a related field.
* 2–4 years proven experience in a customer service or complaint resolution role within a financial institution (commercial bank, microfinance, fintech, etc.).
* Experience handling high volumes of inbound and outbound communications.


Skills & Competencies:

* Excellent verbal and written communication skills.
* Strong listening, empathy, and problem-solving abilities.
* Proficiency in CRM tools and complaint tracking systems.
* Ability to work under pressure and manage multiple tasks simultaneously.
* Strong sense of accountability, confidentiality, and professionalism.
* Conflict resolution skills and emotional intelligence.


Salary
Negotiable

Application Closing Date
27th June, 2025.