Senior Service Associate CCU Injaz - CXC - RBG - Customer Care Unit 41 Client Experience And Conduct Group

Handling all escalated unstructured and complex customer complaints effectively in a timely manner.Conduct root cause analysis and suggest preventive and corrective measures.

• To manage high-risk related queries and complaints handling end-to-end (Social Media, Regulatory, Head mailbox escalations, Staff related, Priority segments)
• Handle and resolve other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers
• Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling
• To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers and thereby reducing complaints
• To maintain courteous, proactive and resolution-oriented relationship with all internal units/ departments of the bank in order to ensure complete resolution of customer complaints
• Conduct training and coaching to new joiners and existing staff to maximize their potential and ensure right resolution is given to the customers
  
  

To 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 SOP
• 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.

Operating Environment, Framework And Boundaries, Working Relationships

• Strict compliance to compliance, established work instructions, service standards and complaint 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 all 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 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
• 3 – 5 years customer service experience in banking
• Graduate.
• The CSO will be the final direct and indirect point of contact for customer complaints, which will be sourced through the branches, other departments or directly from customers.
• Provide a continuous feed back for the management on the processes implementation & quality of service in all direct contact channels.
• All complaints which have been escalated to Central Bank by MB Customer will also be his / her responsibility as well as Central Bank & Legal entities inquiries / cases on non-Mashreqbank customers / Mashreqbank customers.
• Handling escalated customer complaints in a timely and effective manner.
• Support the branches in the customer complaints handling.
• Satisfaction scores to be more than 90%
• Thorough knowledge of features and benefits of all products and services of RBG.
• Excellent analytical skills to enable resolution of complex problems.
• Working knowledge of various systems used by the bank.
• Excellent communication skills (written and oral).
• Excellent customer care skills.
• 2 - 3 years customer service experience in banking
• Graduate.

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