Job Purpose:
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.
Key Results Area:
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
Knowledge , Experience and Skills :
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