Job Purpose

• To handle and resolve all Central Bank (CB), AECB complaint along with other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers
• To effectively manage the Central Bank Portal within set TAT, by timely logging & posting the complaints on daily basis
• To ensure CB complaint TAT is met by resolving the customer issue and posting response within set TAT
• Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling
• To administer, co-ordinate, monitor and report on the above CB complaints (daily/weekly report, monthly dashboard)
• 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 CB contact person and all internal 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 customers by ensuring complaints resolution in reasonable TAT as per CB, AECB 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 – CB, AECB, 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 teams productivity.

Knowledge, Skills And Experience

• Should be proactive and customer focused without compromising the banks interest. Courteous and respectful in communication
• Understanding complete Retail Banking, SME, Neo products, processes and systems
• Understanding of Regulatory / Central Bank regulations / standards
• Thorough knowledge of features and benefits of all products and services of the bank and a fast learner
• Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).
• Excellent inter-personal and communication skills (written and oral) with ability to perform as a team player.
• Excellent analytical skills to enable resolution of complex problems.
• Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution
• 1 – 3 years customer service experience in banking

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