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.
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| 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.
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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.
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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.
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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
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