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Senior Service Associate


Mashreq Corporate & Investment Banking Group


Location

Bangalore | India


Job description

Senior Service Associate Apply Now

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

  • Attention to detail
  • Communication skills
  • Commitment to results
  • Customer Focus
  • Continuous Learning


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