Service Recovery Officer – ()
Description
Equity Bank is a leading Financial Services Institution operating in Kenya. Our diversified business spans banking, insurance, technology and social enterprises, enabling us to deliver integrated solutions that drive inclusive growth at scale. Our business model is anchored on a distinctive Tri-Engine framework— Social, Economic and Sustainability, which systematically strengthens value-chains, empowers communities and delivers long-term social and economic impact.
Our purpose, “Transforming lives, giving dignity, and expanding opportunities for wealth creation,” guides our strategic decision. We are driven by a bold vision “to be the champion of the socio-economic prosperity of the people of Africa,” and this ambition is embedded in our culture through our core values of professionalism, integrity, creativity and innovation, teamwork, unity of purpose, respect and effective corporate governance (PICTURE).
Our growth and impact agenda is clearly defined and operationalized through the Africa Recovery and Resilience Plan (ARRP), which serves as the strategic blueprint for sustainable expansion and long-term value creation across the continent.
The Role Purpose
The Service Recovery Officer plays a critical role in restoring customer trust by effectively resolving escalated issues and service failures in a timely and professional manner. The role is responsible for managing customer complaints end-to-end, ensuring prompt follow-up, clear and empathetic communication and resolution in line with the Bank’s service standards. Acting as a key link between customers and internal teams including branches, contact center and back-office units, the role coordinates cross-functional efforts to drive effective resolution while maintaining a positive customer experience. In addition, the Service Recovery Officer identifies root causes of recurring issues, escalates process gaps and tracks corrective actions to prevent future occurrences, thereby contributing to continuous service improvement and operational excellence.
The Key Responsibilities
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
Qualifications
Key Technical Skills & Leadership Competencies
- Strong proficiency in CRM systems and complaint management platforms, with the ability to manage and track end-to-end case resolution.
- Sound knowledge of root cause analysis techniques to identify underlying issues and prevent recurrence.
- Strong problem-solving and decision-making skills with the ability to handle complex customer issues effectively.
- Ability to manage time-sensitive escalations while maintaining service quality and adherence to SLAs.
- Excellent communication, negotiation, and conflict-resolution skills, with a customer-centric approach.
- Good understanding of customer experience principles, service recovery practices, and customer journey management.
Experience Requirements
- 2–4 years’ experience in customer service, service recovery, complaint management, or related role.
- Experience handling escalations in banking or financial services is an added advantage.
- Demonstrated ability to manage complex customer issues and coordinate across departments.
Academic Qualifications and Certifications
- Bachelor’s degree in business, Communication, Customer Experience, or related field.
- CX Certification (advantageous).
- Training in service excellence, communication or conflict management preferred.
