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