Customer Complaints Investigation Officer Job at First Bank of Nigeria Limited

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Position: Customer Complaints Investigation Officer

Job Identification: 1355
Job Location: Lagos
Employment Type: Full Time

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.