Equity Bank Limited (The "Bank”) is incorporated, registered under the Kenyan Companies Act Cap 486 and domiciled in Kenya. The address of the Bank’s registered office is 9th Floor, Equity Centre, P.O. Box 75104 - 00200 Nairobi. The Bank is licensed under the Kenya Banking Act (Chapter 488), and continues to offer retail banking, microfinance and relat...

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

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.

• 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
• 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
• 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
• 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
• 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
• 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

• 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.

• BA/BSc/HND
• 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.