Service Associate, CCU.MGN Pak - CXC - Customer Care Unit.Client Experience and Conduct Group-PAKCOE

SERVICE ASSOCIATE (External)

Grade – I

Reporting to – Team leader

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 of the bank


- Good organizational skills with ability to perform as a team player.


- Ability to 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 complaints handling experience in banking


- Graduate