Banking Customer Complaints Specialist (RCA & Resolution)

Mashreq; Karachi Division; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Mashreq Karachi is seeking a dedicated professional to handle and resolve complex complaints for RBG and SME customers. You will administer, coordinate, monitor and report on all complaints, performing in-depth root-cause analysis to identify solutions and prevent recurrence.

You will maintain courteous relations with interacting units to ensure complete resolution, aiming to visibly improve customer satisfaction scores and related survey outcomes through effective resolution.

Qualifications

• 1–5 years complaints handling experience in banking.
• Proactive, customer-focused with courteous communication.
• Excellent analytical skills to perform root cause analysis and resolution.

Responsibilities

• Handle and resolve unstructured complaints for RBG/SME customers.
• Administer, co-ordinate, monitor and report on complaints.
• Perform in-depth root-cause analysis to address issues.
• Maintain courteous, proactive interactions with internal units to ensure resolution.
• Improve customer satisfaction scores through effective resolution.

Skills

Customer focus

Analytical skills

Interpersonal communication

English proficiency

Arabic proficiency

Excel

PowerPoint

Tools

Microsoft Excel

PowerPoint

Job description

Mashreq Karachi is seeking a dedicated professional to handle and resolve complex complaints for RBG and SME customers. You will administer, coordinate, monitor and report on all complaints, performing in-depth root-cause analysis to identify solutions and prevent recurrence.

You will maintain courteous relations with interacting units to ensure complete resolution, aiming to visibly improve customer satisfaction scores and related survey outcomes through effective resolution.