Customer Complaints Investigation Officer at First Bank of Nigeria Limited

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Full Time Jobs

Lagos

Posted 1 week ago

Job Title: Customer Complaints Investigation Officer

Job Description

Assist to plan, collate and organize data for investigation of customers’ claims.
Support in following up with Branches/Departments etc for relevant supporting documents, approvals and offer letters to customers needed for complaint resolution.
Identify and justify genuine claims and process approval for refund for further review and manager sign off.
Evaluate and identify operations and service delivery lapses and initiate recommendations on steps to be taken to forestall future occurrence.
Assist to isolate root cause/nature of Customers’ Complaints and propose preventive measures and process improvement strategies.
Assist in ensuring the implementation of refund approvals and monitor compliance.
Assist in reconciliation process to enhance Bank’s position in Litigation and Debt Recovery process through verification of disputed balances to anchor Bank’s defense in situations of stalemate.
Ensure compliance with the principles and policies in the Information Security Handbook.

Job Requirements
Education:

Minimum Education: First Degree preferably a Business degree (Second Class Lower)

Experience:

Minimum experience – 6 years in General banking and Audit.

Key Competency Requirements
Competencies:

Bank Wide
Leadership
Core Technical
Specific Functional

Skill/Knowledge:

Entrepreneurship
Disruption Mindset
Integrity
Customer Centricity
Inspirational Leadership & Influence
Digital Savvy
Achieving Results
Business Judgement
Collaboration & Execution
Financial Accounting Knowledge
Regulatory knowledge & understanding of CBN Guidelines
Risk Management & Investigation / Fraud management
Total Quality Management
Operational Risk
Anti-Money Laundering (AML) / Combating the Financing of Terrorism (CFT) Knowledge
Internal Control Operations.

Application Instructions

The application deadline is 22nd April, 2025 (10:00 AM). Therefore, qualified and interested candidates can “CLICK HERE TO SUBMIT APPLICATION.” It is important to visit the official website (link below) for detailed information on applying successfully for this vacancy.

Website:

Official Job Website: https://www.firstbanknigeria.com