
Customer Issue Resolution Specialist
4 days ago
This role is responsible for ensuring effective communication and resolution of customer issues in accordance with Department Operating Instructions and guidelines.
The position involves managing relationships between correspondents, internal stakeholders, and customers, while maintaining strict compliance with regulatory standards and Service Level Agreements.
Key Responsibilities:- Closing Complaints Timely: Ensure proper and timely closure of complaints in line with the Customer Care Unit Department Operating Instructions (DOI).
- Root Cause Analysis: Identify Responsible Parties (RP) and root causes of issues.
- Maintaining Service Levels: Maintain service levels for all correspondences and complaints, ensuring responses via email channels do not exceed regulatory turnaround times as per State Bank guidelines.
- Issue Resolution: Handle and resolve issues daily in accordance with service standards.
- Follow-up: Follow up with problem owners to ensure timely resolution for customers.
- System Updates: Update the Customer Experience Management System (CEMS) for fast and accurate resolutions.
- Team Collaboration: Participate in team meetings and discussions to improve efficiency and productivity.
- Compliance: Comply with Anti-Money Laundering, Conduct, and Customer Due Diligence policies and procedures in accordance with Group and local regulatory guidelines.
- Shariah Governance: Implement the Shariah Governance Framework across the bank.
- Client Experience: Drive a strong service culture across the bank by defining a clear strategic direction for Client Experience and executing the
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