Job Purpose

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 customersTo effectively manage the Central Bank Portal within set TAT, by timely logging & posting the complaints on daily basisTo ensure CB complaint TAT is met by resolving the customer issue and posting response within set TATEnsure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handlingTo 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 customersTo 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 complaintsTo visibly improve customer satisfaction scores and related survey results through complaint resolution

Key Result Areas

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 SLAsTo 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 channelsResolve/escalate all customer complaints assigned within agreed TATEnsure 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 analysisMaintain and track Technology issues and mass incidents reportedContribute 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/productContribute towards team building and create positive energy to boost teams productivity.

Knowledge, Skills And Experience

Should be proactive and customer focused without compromising the banks interest. Courteous and respectful in communicationUnderstanding complete Retail Banking, SME, Neo products, processes and systemsUnderstanding of Regulatory / Central Bank regulations / standardsThorough knowledge of features and benefits of all products and services of the bank and a fast learnerWorking 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 resolution1 – 3 years customer service experience in bankingApply Now