Service Associate, CCU (Mashreq Global Network Pakistan)

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

• 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