About this role
• Investigate complaints thoroughly , gather relevant information and analyze
• Provide timely and accurate responses to customer inquiries and complaints. • Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers • To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs
• To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting 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
• Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies
• Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, and Risk, Technology and legal teams, to investigate and resolve complaints effectively.
• Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
• Contribute towards team building and create positive energy to boost team’s productivity.
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.
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.
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, SME ,Neo products, processes and systems • Previous experience in customer service, complaints handling is advantageous • Excellent analytical skills to enable resolution of complex problems. • Working knowledge of banking operating systems, Microsoft Word and Excel • Excellent inter-personal and communication skills (English written and oral) – Arabic will be added advantage • Ability to work independently as well as collaboratively in a team environment. • Demonstrated professionalism, patience, and diplomacy in handling customer interactions. • 1 – 2 years customer service experience in banking • Graduate