Assisting the Head of Customer Protection Unit to handle all the tasks entrusted to the Unit as per the roles and responsibilities included in the relevant policies and procedures.
- MAJOR RESPONSIBILITIES AND ACOUNTABILITIES
- Receive all customer complaints referred by the customer complaints different channels (i.e. website, call center, branches …etc.);
- Register all complains on the CRM and generate a REF number to be provided for the customer and to be used for the complaint investigation & follow up;
- Liaise with the concerned branch/business line for investigating the cause of complaint are closed properly & in a timely manner (within the TAT) by:
- Gathering & investigating needed evidences & information.
- Log all complaints status .outstanding action, due dates & follow-up accordingly.
- Review the feedback received from the relevant party and ensure final feedback is complete and comply with the applicable laws, regulations, policies and procedures;
- Communicating with the customers the last update about their complains & delivering the final reply and the closure of the complaint;
- Submit closure details to the Customer Protection Unit Head;
- Escalate all unresolved issues / complaints to the Customer Protection Unit Head to take the proper action;
- Prepare monthly analysis sheet contains the complains received within the month and submit to the Unit Head;
- Suggest any required corrective actions/process enhancement and escalate to the Unit Head;
- Follow-up till full implementation of any agreed corrective actions/process enhancement with the stakeholders;
- Record-keeping of the documentation & communications related to the complaints or complaint resolution;
- Maintain confidentiality of documentation & communications related to complaints or complaint resolution;
Minimum education | : Minimum bachelor Degree |
Desired education | : Additional customer complains/experience – quality certificate – Legal background is a plus |
Languages | : Fluent Arabic & English – written / oral. |
Ideal experience | : 6 years or more of banking experience with a min. 3 years banking experience in customer complains management
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