Grade – I

Reporting to – Team leader

Job Purpose

To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
To administer, co-ordinate, 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 through all touch points - 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 team’s productivity

Knowledge, Skills And Experience

Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication
Excellent inter-personal and communication skills (written and oral) – English and Arabic
Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.
Advanced skill in Microsoft Excel and PowerPoint
Thorough knowledge of features and benefits of all products and services of the bank
Good organizational skills with ability to perform as a team player.
Ability to work under pressure, result oriented, ability to multi-task & adapt to change
Possess positive attitude & willingness to learn & take ownership
Actively looking for ways to improve processes
1 – 5 years complaints handling experience in banking
Graduate

Service Associate, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE