Jobnumber MGS01887 Closing date 30-May-2024 Job Purpose
To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
To administer, co-ordinate, monitor and report on the above
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 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
Key Result Areas
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
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. 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.
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.
Key Result Areas (Continued) 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
Key Result Areas (Continued) 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.
Key Result Areas (Continued) 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, Small Medium Enterprises banking products and processes
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.
1 – 3 years customer service experience in banking
Knowledge, Skills and Experience (Continued) avioral Competency
