COMPLAINT MANAGEMENT OFFICER.CUSTOMER CARE

Job Purpose\:

To handle and investigate customer’s complaints received through all bank’s channels with relevant business stakeholders on addressing in order to ensure delivery of superior customer experience to customers.

Job Description\:

Customer Care Handling

1.Investigate the daily assigned cases across all channels by checking related systems involving the relevant stakeholders to effectively address customers’ issues.

2.Coordinate with the relevant stakeholders to take remedial action in a timely manner to address customers’ concerns.

3.Conduct regular follow up on the pending cases in order to receive the accurate response within the TAT.

4.Escalate the delay in responses according to the set escalation matrix in order to abide with the assigned TAT for each segment.

5.Achieve the optimum closure rate, TAT and AHT to maintain the department KPIs.

6.Identify the case category either complaint, invalid, inquiry, request or suggestion according to the investigation outcome in order to identify the complaints volume.

7.Communicate the complaints solutions to the customer along with the needed clarification to meet customers’ expectations.

8.Identify the proper root cause / complaint type for each complaint in order to ensure accurate reporting to the management according to the conducted investigation.

9.Participate in the corrective actions for the identified root causes / gaps to effectively manage the complaints trend.

10.Abide with the set quality measures and standards in terms of accuracy and efficiency to maintain customer satisfaction and achieve the quality benchmark shared on the monthly scorecard.

11.Follow up with the relevant stakeholders to ensure that the enhancements were taken to tackle the repetitive complaints.

12.Set the accountability for the complaints if found and share it with the stakeholders to avoid repetitiveness.

Policies, Processes and Procedures

13.Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day Operations

14.Follow the day-to-day operations related to own jobs in the related department to ensure continuity of work.

Compliance

15.Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.