Job Purpose
- 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 c...