Senior Service Associate

5 days ago

Karachi, Sindh, Pakistan Mashreq Full time

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 Area:

  • To develop and maintain optimum level of service quality with external and internal customers 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. By providing 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.

Operating Environment, Framework and Boundaries, Working Relationships:

  • Strict compliance to compliance, established work instructions, service standards and call handling procedures.
  • Cordial interaction with support units, customers, RBG, Ops on telephone and in person.
  • Report suspicious transactions, system lapses to the supervisor / department manager.

Problem Solving:

  • Ensure effective coordination with RBG and facilitate departments to correctly comprehend, act in a timely manner towards problem resolution.
  • Complete knowledge of products, policies, procedure and back office processes is vital to structure seamless solution and appropriate, prompt & accurate response.

Decision Making Authority & Responsibility:

  • Provide the highest level of Customer Service in response to complaints and ensure excellent Customer Experience.
  • Manage customer expectation through result oriented proactive actions and correct understanding of escalation hierarchy for swift resolutions.
  • CRM maintenance at all times with correct capturing of records & comments.
  • Continuously update and manage knowledge database.
  • Timely escalations to supervisor to avoid and control reputational damage for Mashreq.
  • Maintain a professional image of MB throughout his/her interactions, written & oral, with customers – internal & external.
  • Authority to recommend financial waivers/reversals for customers justified by the investigation conducted for the respective customer complaint.
  • Level 1 Authority as per Delegation Matrix for financial reversals, to recommend process reviews, system changes and modifications across all related functions to improve customer satisfactions.
  • Should be proactive and customer focused without compromising the bank's interest. Courteous and respectful in communication.
  • Understanding of complete Retail Banking, Small Medium Enterprises banking products and processes.
  • Thorough knowledge of features and benefits of all products and services of the bank and a fast learner.
  • Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc.).
  • Excellent inter-personal and communication skills (written and oral) with ability to perform as a team player.
  • Excellent analytical skills to enable resolution of complex problems.
  • 1 – 3 years customer service experience in banking.
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