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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Job Purpose
- To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
- To administer, coordinate, 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 t...