Rapid Response & Service Recovery Officer – UBA Bank

Expired on: Apr 29, 2022

About United Bank for Africa Plc (UBA)

United Bank for Africa Plc (UBA) is one of Africa’s leading financial institutions, with operations in 19 African countries and 3 global financial centres: London, Paris and New York. From a single country organisation founded in 1949 in Nigeria UBA has grown to become a pan-African provider of financial services with over 11 million customers, through close to 1000 business offices and touch points globally.

Job Description

Job Objective(s)

  • To provide timely resolution to both internal & external staff complaints.


  • Handling escalations on delayed responses/unresponsiveness of staff.
  • Evaluating root cause of failures, identifying trends, and making recommendations on preventative measures.
  • Escalation of issues impacting customer experience.
  • Collaborating with resolution teams for closure of customer-related cases.
  • Identifying areas of improvement or further efficiency potentials to optimize service recovery processes and customer experience.
  • Carrying out triage of outgoing customer contact to ensure this is handled in the most appropriate manner and that customer satisfaction is restored.
  • Carrying out day-to-day service recovery including liaising with customers and researching their concerns to resolve dissatisfaction at the earliest opportunity, whilst maintaining positive customer relations.


  • Bachelor’s Degree in any field.
  • Minimum of two (2) years of relevant work experience.
  • Our ideal candidate must have an impressive understanding of managing customers, monitoring and reporting the performance of deployed products, and business management.
  • A team player, a strategic partner, a good listener, and a problem solver.

What we expect from you:

  • High degree of professional ethics, integrity, and responsibility.
  • Highly organised, proactive, ability to work independently and take ownership of tasks assigned.
  • Team player with the ability to work under pressure and ability to work with a wide variety of people and maintain an excellent business relationship.
  • High sense of confidentiality and discreteness.

What you should expect from us

  • Our corporate culture is defined by our core values. We do not just train our people to be the best in the job, we also offer encouragement, recognition, and rewards.
  • Whatever level you are at in your career, we offer plenty of opportunities and support to build a rewarding career at UBA.
  • Here in UBA, our employees are our greatest assets and so we built a recognition and reward system that boosts productivity and enhances staff retention, instituting a culture of meritocracy.

How to Apply

To apply for the above position, please click on the link below. Please ensure to apply according to the instruction provided in the box below. Any other form of application outside what is stated will not be entertained.

Interested and qualified candidates should Click here to apply online

Sorry! This job has expired.
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