Applicants are hereby invited to apply for the position of Customer Relations Officer – Customer Care (Non-Management Grade 5) at our Group Marketing & Communications. 

Applications are to be submitted on or before April 13, 2026.

JOB SUMMARY

The incumbent will be responsible for coordinating, monitoring and administering customer feedback channels and ensure competitive service delivery to internal and external customers through prompt, courteous, quality responses and service recovery. Coordinates the escalation of service breakdowns and complaints so as to resolve customer issues for prompt service recovery. Monitors the activities of sales and service staff at the various touch points to ensure compliance with set Customer Service Standards.

The incumbent will also be responsible for assisting in the identification of customer issues from customer feedback channels to enable the continuous, reliable and accurate measurement of customer experiences and improve the Group’s Customer Effort Score. Ensures that the activities across the Group including internal service delivery representatives and their interactions with clients reflect positively on the company.

KEY DUTIES AND RESPONSIBILITIES

• Coordinates the escalation of service breakdowns and complaints so as to resolve customer issues for prompt service recovery.

• • Receive, assess and log customer feedback on complaints, compliments and customer enquiries.
  • Work with case owners to actively manage, resolve and close escalated customer complaints within SLA.
  • Conduct interviews and/or communicates with staff and customers to gather information to assist in complaint resolution.
  • Prepare responses for various media and make recommendations to Branch/units for addressing compliments, suggestions and enquiries.
  • Take service recovery actions including directing the resolution of customer issues to mitigate against potential reputational risk and fallout from complaints.

• Monitor, assess, analyse and report on risks associated with service delivery and breakdowns.

• • Analyze customer feedback and prepare report on complaints, compliments and common customer issues for the Customer Experience and Research Units.

• • Report on the “cost of service recovery” expenses to Branches.
  • Provide reporting and case management for issues involving the Financial Services Ombudsman (FSO)

• Support service delivery particularly for frontline staff as it relates to behavioural improvements aligned to the Group’s CX vision. The development of competencies and reinforcement of desired service delivery behaviours through

• • Regularly visits branches, units and other customer service delivery areas to observe, support, rectify and escalate service delivery behaviours that are inconsistent with the vision and values.

• • Support delivery of relevant training programmes for staff and make recommendations for enhanced training based on comprehensive analysis of complaints received.
  • Recommend reward and recognition programme and implementation of other incentive programmes for employees.
  • Create content for messages in posters and campaigns to direct customers.

• Support service delivery through development of competencies and reinforcement of desired service delivery behaviours according to the Group’s CX vision.

• • Make recommendations on relevant training programmes for staff based on comprehensive analysis of complaints received. Support programmes for customer and staff onboarding.
  • Build competencies in handling irate customers and mitigating against risks in service breakdowns.
  • Support development of reward and recognition programme and implementation of other incentive programmes for employees.
  • Monitors customer feedback to ensure that Customer Service Standards, Policies and Procedures are practiced.

• Prepares and disseminates critical information for circulation via internal notices.
• Engages in marketing of the Group’s products and services.
• Responds to customers’ requests, enquiries, incoming and outgoing calls, both local and foreign, in a courteous and timely manner consistent with operating standards and escalation to Manager where necessary.
• Completes special projects and other related activities as assigned by the Manager.

QUALIFICATIONS AND EXPERIENCE

• Candidates must possess a  Diploma or Associate degree in Management Studies/ Marketing or Customer Service Leadership Certification
• A minimum of three (3) years’ experience in a financial services industry of which two (2) years must be in Retail Banking
• Candidates must also possess a valid T&T driver’s license and access to a motor vehicle
• Candidates must also possess a valid passport and the ability to travel overseas as required
• Ability to work outside of normal working hours including weekends and Public Holidays
• Strong interpersonal, conflict resolution and team building skills
• Strong oral and written communication, time management skills and presentation skills
• Strong analytical , conceptual, research, negotiating and problem solving skills
• Ability to use initiative and work independently and exercise sound judgement
• Ability to read, analyze, interpret and use complex documents and forms
• Good interpersonal and team work skills
• Professional Deportment
• Proficiency in Microsoft Office Suite
• Knowledge of the Group’s Operating Software Systems, Products and Service