Service Associate, Customer Care Unit ( Complaints Handler ) at Mashreq

Job Description

  • To handle and resolve all Central Bank (CB), AECB complaint along with other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers
  • To effectively manage the Central Bank Portal within set TAT, by timely logging & posting the complaints on daily basis
  • To ensure CB complaint TAT is met by resolving the customer issue and posting response within set TAT
  • Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling
  • To administer, co-ordinate, monitor and report on the above CB complaints (daily/weekly report, monthly dashboard)
  • To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers
  • To maintain courteous, proactive and resolution-oriented relationship with CB contact person and all internal units/ departments of the bank in order to ensure complete resolution of customer complaints
  • To 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 customers by ensuring complaints resolution in reasonable TAT as per CB, AECB 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 – CB, AECB, branches, MOL, emails, mails, phone banking and various channels
  • Resolve/escalate all customer complaints assigned within agreed TAT
  • Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.
  • Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.
  • Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis
  • Maintain and track Technology issues and mass incidents reported
  • Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide 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.
  • Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product
  • Contribute towards team building and create positive energy to boost team’s productivity.

Job Requirements

  • Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication
  • Understanding complete Retail Banking, SME, Neo products, processes and systems
  • Understanding of Regulatory / Central Bank regulations / standards
  • Thorough knowledge of features and benefits of all products and services of the bank and a fast learner
  • Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).
  • Excellent inter-personal and communication skills (written and oral) with ability to perform as a team player.
  • Excellent analytical skills to enable resolution of complex problems.
  • Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution
  • 1 – 3 years customer service experience in banking

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