Job Description

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. 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

Knowledge, Skills and Experience

· Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication

· Excellent inter-personal and communication skills (written and oral) – English and Arabic

· Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.

· Advanced skill in Microsoft Excel and PowerPoint

· Thorough knowledge of features and benefits of all products and services