Job Purpose
To handle complex, escalated, or
high-impact customer issues requiring advanced investigation, policy
interpretation, and cross-department coordination. The Customer Solutions Specialist ensures accurate, compliant, and final-level
resolution of customer cases, including settlements, reconciliations, and
policy-sensitive matters—while safeguarding the company’s reputation through
professionalism and sound judgment.
The role may also involve
management of specialized task categories such as logbook and number
plate-related issues, settlement and amendment cases, project-based
assignments, and social media– related complaints, as well as general complex
escalations from Customer Care or management.
Key Responsibilities:
Escalation & Resolution Management
- Review and resolve escalated or complex
cases forwarded by Customer Solutions Agents, Customer Care, or
Management.
- Handle loan-related issues including
settlements, reconciliations, account corrections, and interest
adjustments.
- Manage specialized tasks assigned under
specific portfolios such as:
- Logbook and number plate complex issues.
- Settlement, refund, and amendment cases.
- Project-based or pilot initiatives
impacting customer accounts.
- Social media escalations or publicly
visible complaints requiring formal responses.
- Address any other complex or high-impact
cases as delegated by the Customer Solutions Manager.
- Process special requests from senior
stakeholders such as the Head of Commercial Operations, Legal, or
Collections teams.
- Ensure clear, well-documented
communication and feedback to all internal stakeholders.
Complex Account & Documentation Analysis
- Prepare comprehensive and detailed loan
statements for high-value or disputed accounts.
- Evaluate settlement computations and
recommend fair, policy-compliant resolutions.
- Verify accuracy of restructures, refunds,
and account amendments processed by the team.
- Ensure all documentation supports audit
readiness and traceability.
Client Communication & Documentation
- Provide accurate, clear, and compliant
communication to clients for escalated cases.
- Draft or review client-facing responses
for sensitive or public complaints, ensuring tone and content align with
company standards.
- Maintain complete, well-organized records
of all communication, documentation, and case actions.
- Ensure every resolution is properly
recorded in the system with adequate background, decisions, and
justifications.
Complaint & Issue Management
- Manage influencer-raised, sensitive, or
public complaints professionally and factually.
- Liaise with Legal, Risk, and Compliance
teams on cases with potential legal or reputational implications.
- Identify recurring issues and recommend
workflow or policy adjustments to reduce repeat escalations.
Strategic & Operational Support
- Provide insights and trends on common
customer pain points or process bottlenecks.
- Participate in policy reviews, workflow
updates, and escalation threshold assessments.
- Mentor and guide Customer Solutions
Agents on handling complex cases, ensuring adherence to compliance and
quality standards.
What you will need:
Qualifications and Requirements
- Bachelor’s degree in business
administration, Finance, or related field.
- Minimum of 3 years’ experience in
customer support, credit operations, or loan-resolution functions.
- Strong analytical, reconciliation, and
investigative skills.
- Excellent written and verbal
communication; confident in cross-department and client engagement.
- High integrity, confidentiality, and
compliance awareness.
- Proficiency in ERP/CRM systems, Microsoft
Excel, and reporting tools.
- Ability to multitask, prioritize, and
manage complex workloads under pressure.
How to Apply
