- Investigate complaints thoroughly , gather relevant information and analyze

- Provide timely and accurate responses to customer inquiries and complaints.

- Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers

- To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs

- To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers

- 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 visibly improve customer satisfaction scores and related survey results through complaint resolution

- Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM) Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies

- Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, and Risk, Technology and legal teams, to investigate and resolve complaints effectively.

- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

- Contribute towards team building and create positive energy to boost team’s productivity.





Operating Environment, Framework and Boundaries, Working Relationships- Strict compliance to compliance, established work instructions, service standards and call handling procedures

- Cordial interaction with support units, customers, RBG, Ops on telephone and in person.

- Report suspicious transactions, system lapses to the supervisor / department manager.


Problem Solving
- Ensure effective coordination with RBG and facilitate departments to correctly comprehend, act in a timely manner towards problem resolution

- Complete knowledge of products, policies, procedure and back office processes is vital to structure seamless solution and appropriate, prompt & accurate response.

Decision Making Authority & Responsibility
- Provide the highest level of Customer Service in response to complaints and ensure excellent Customer Experience.

- Manage customer expectation through result oriented proactive actions and correct understanding of escalation hierarchy for swift resolutions.

- CRM maintenance at all times with correct capturing of records & comments

- Continuously update and manage knowledge database

- Timely escalations to supervisor to avoid and control reputational damage for Mashreq

- Maintain a professional image of MB throughout his/her interactions, written & oral, with customers –internal & external

- Authority to recommend financial waivers / reversals for customers justified by the investigation conducted for the respective customer complaint.

- Level 1 Authority as per Delegation Matrix for financial reversals, to recommend process reviews, system changes and modifications across all related functions to improve customer satisfactions.


Knowledge, Skills and Experience
- Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication

- Understanding of complete Retail Banking, SME ,Neo products, processes and systems

- Previous experience in customer service, complaints handling is advantageous

- Excellent analytical skills to enable resolution of complex problems.

- Working knowledge of banking operating systems, Microsoft Word and Excel

- Excellent inter-personal and communication skills (English written and oral) – Arabic will be added advantage

- Ability to work independently as well as collaboratively in a team environment.

- Demonstrated professionalism, patience, and diplomacy in handling customer interactions.

- 1 – 2 years customer service experience in banking

- Graduate