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.