Job Description
- To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers.
- To manage mid-level escalations received on Head Mailboxes and at Head of dept levels.
- Responsible to act as a back-up for Team Leader and manage the teams’ day-to-day activities.
- Support the Team Leader in tracking, monitoring the ageing complaints with the agents.
- To maintain courteous, proactive, and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints.
- To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers.
- To provide regular feedback & coaching to the front-end teams on complaints logging and to resolve as FPR.
- To visibly improve customer satisfaction scores and related survey results through resolution
- To provide regular feedback to the team on observations and how to handle complaints.
- As a back-up. responsible to monitor individual & team KPIs on Complaints TAT & Quality
- Conduct training and coaching to new joiners and existing staff to maximize their potential.
- Perform regular quality checks to ensure complaints process is followed as per SOP and Consumer Protection Regulation standards.
- Directly responsible to manage and motivate the CCU team / buddy assigned and to constantly improve output and visibly improve customer satisfaction scores and related survey results through complaint resolution.
- To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs
- To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – branches, MOL, emails, mails, phone banking and various channels.
- Recommend queries and recurring complaints for template based responses as FPRs
- Maintain a strong follow-up with other units in order to ensure complete and accurate resolution of customer complaints.
- Create action plan from complaints RCA and track action closure with owners for reporting.
- To monitor the implementation of recommendations made as a result of complaints, ensuring that service improvements identified as an outcome of complaints investigation are identified and implemented.
- Monitoring daily MIS for insights and better team management.
- Analyze and share daily MIS for insights. Participate in the development, enhancement and monitoring of complaint resolution process and reporting of key performance indicators of team
- Maintain and track Technology issues and mass incidents reported
- Train DBC and branch staff by conducting structured and unstructured programs to enhance their service delivery skills and First Point Resolution
- Responsible for motivating and managing team through regular huddles, engaging, interaction, trainings & team building exercises
- Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.
- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
- Maintain and track Technology issues and mass incidents reported
- Train DBC and branch staff by conducting structured and unstructured programs to enhance their service delivery skills and First Point Resolution
- Responsible for motivating and managing team through regular huddles, engaging, interaction, trainings & team building exercises
- Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.
- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
- Provide the superior level of Customer Service in response to complaints and ensure excellent Customer Experience.
- Analyze customer feedback gathered via surveys, NPS and put action plan to improve customer experience
Job Requirements
- Experience in customer service and handling customer complaints
- Excellent inter-personal and communication skills (written and oral) – good command on spoken and written English. Arabic is an advantage.
- Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently Advanced skill in Microsoft Excel and PowerPoint
- Understanding of complete Retail Banking, cash management, SME, trade finance terminologies, products, processes, and systems
- Working knowledge of all operating systems in the bank
- Complete and thorough knowledge of products, policies, procedure and back-office processes is vital to structure seamless solution and appropriate, prompt & accurate response.
- Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication
- Good organizational skills with ability to perform as a team player.
- Ability to manage teams and work under pressure, result oriented, ability to multi-task & adapt to change.
- Possess positive attitude & willingness to learn & take ownership.
- Actively looking for ways to improve processes.
- 1 – 5 years customer service experience in banking
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