Relationship Officer Job Vacancy at Equity Bank – May 2025
Working Hours: Full-time
Company: Equity Bank
Department: Customer Experience
Location: Tanzania
Equity Bank is seeking a Relationship Officer – Customer Experience (Corporate Desk) to join their Customer Experience team. This role focuses on supporting customer experience initiatives by tracking service performance, handling customer feedback and complaints, and contributing to the continuous improvement of service quality across the bank.
Basic Purpose
The Relationship Officer will engage with customers, implement service standards, handle complaints, and contribute to building a customer-centric culture that ensures positive customer experiences and fosters long-term loyalty.
Main Duties and Responsibilities
- Handle customer complaints and escalations professionally and in a timely manner.
- Document customer feedback and complaints, analyze trends, and identify root causes to prevent recurrence.
- Collaborate with internal stakeholders to identify areas for improvement and implement solutions to enhance employee productivity and service quality.
- Monitor service quality metrics, analyze performance data, and implement corrective actions to close gaps.
- Analyze customer interactions to identify opportunities for improving channel usability and convenience, driving channel excellence.
- Conduct branch quality assessments and audits to ensure adherence to service standards, operational processes, and regulatory requirements.
- Manage customer service tickets and inquiries, ensuring timely resolution and effective communication.
- Prioritize and escalate complex or high-priority cases to ensure prompt resolution and customer satisfaction.
- Respond promptly and professionally to customer emails, internal emails, and calls.
- Provide transparent feedback and follow-up on customer inquiries, suggestions, or complaints.
- Conduct internal training on consumer protection and customer experience best practices.
- Gather proactive feedback through daily customer analyses and use findings to rate branch service quality.
- Perform any other duties assigned by supervisors.
Knowledge, Skills, Qualifications, and Experience
Knowledge
- Customer Experience Management
- Complaint Handling
- Service Quality Tracking
- Cross Selling
- Relationship Management
Skills
- Effective listening and communication skills
- High level of integrity
- Efficient handling of customer feedback
- Excellent time management
Qualifications
- Bachelor’s Degree from an accredited institution in a related field
Work Experience
- Minimum of 2 years in customer service, operations support, or customer experience roles, preferably within banking or financial services.
How to Apply
Interested candidates should submit their application quoting the Job Title in the subject field to:
TZRecruitment@equitybank.co.tz
Application Deadline: Monday, 26th May 2025
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