1. Job Overview
   This role focuses on managing customer complaints and service requests within the bank. You act as the main contact point for clients and internal teams when issues arise. Your job is to ensure that every complaint is logged, followed up, and resolved within the required timelines.

In real work, you will handle calls, emails, and system tickets from customers and staff. You will track each issue, coordinate with different departments, and make sure problems are solved properly. You will also monitor trends in complaints and help improve service delivery across the bank.

This role suits someone who is organized, patient, and able to handle pressure while dealing with customers.

2. Key Responsibilities
   You will receive and log customer complaints and service requests into the system.

You will assign issues to the correct departments and track progress until resolution.

You will follow up with teams to ensure issues are handled within agreed timelines.

You will update customers and internal teams on the status of complaints.

You will escalate urgent or unresolved issues to senior teams for quick action.

You will check that root causes of problems are identified and corrected to prevent repeat cases.

You will prepare reports on complaint trends and service performance.

You will monitor repeated issues and flag them for corrective action.

You will support service awareness training across departments to improve customer experience.

You will ensure all complaint handling follows customer protection guidelines and bank policies.

3. Requirements and Qualifications
   You need a Bachelor’s degree in any relevant field.

You should have at least 3 years of experience in customer service, helpdesk support, or a service environment.

You must understand how complaint tracking systems or CRM tools work.

You need strong communication skills to handle customers and internal teams clearly.

You should have good analytical skills to review complaint data and identify patterns.

You must be able to solve problems quickly and make sound decisions.

You should be able to work with different teams and manage multiple tasks at the same time.

You must have a strong customer focused mindset.

4. Salary Range Estimate
   Expected range, UGX 2,000,000 to UGX 4,500,000 per month.

This depends on experience, skills, and performance.

5. About the Company Insight Section
   dfcu Bank is one of the leading financial institutions in Uganda. It was established to support development financing and has grown into a full service commercial bank.

The bank offers services to individuals, small businesses, and large corporations. It operates in a regulated environment with strong focus on customer service, innovation, and financial growth.

Employees work in structured teams with clear performance targets and customer service standards.

6. Location Breakdown
   The role is based in Kampala, the main financial center of Uganda.

Kampala has many bank branches, corporate offices, and customers, making it a busy service environment.

The job is mainly office based but involves constant communication with different departments. The cost of living is moderate to high depending on lifestyle.

7. How to Apply Smart Tips
   Tailor your CV to highlight customer service experience and complaint handling skills.

Use keywords like customer support, CRM systems, complaint resolution, and service delivery.

Include examples where you solved customer issues or improved service processes.

Keep your CV clear and focused on results and responsibilities.

If you have used any helpdesk or ticketing systems, mention them clearly.

8. Pro Tips to Stand Out
   Show experience in handling difficult customers and resolving conflicts.

Highlight ability to track and manage multiple issues at the same time.

Demonstrate knowledge of customer service standards and compliance.

Show strong follow up skills and attention to detail.

Apply here:  https://careers.dfcugroup.com/