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