Senior Service Associate, CCU.Egypt- Customer Care Unit.Client Experience and Conduct Group-MBEGP
Mashreq
- Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints (e.g., those involving legal, media, or regulatory escalation).
- Apply expert judgment and knowledge to resolve issues where policy or procedure may not be immediately clear, making impartial and evidence-based decisions.
- Act as a subject matter expert (SME) and first-point escalation for the Complaints Officers, providing guidance, coaching, and technical advice on complex cases.
- Support the Complaints Manager in the daily supervision and quality assurance of the team's output.
- Assist in training and onboarding new team members on complaints procedures, systems, and best practices.
- Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk.
- Develop and propose corrective and preventative action plans (CAPA) and policy/process improvements to senior management.
- Lead or participate in cross-functional projects aimed at enhancing service delivery and reducing complaint volumes.
- Ensure the complaints handling process remains compliant with evolving regulatory and legislative requirements.
- Investigate complaints thoroughly , gather relevant information and analyze
- Provide timely and accurate responses to customer inquiries and complaints.
- Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
- 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 perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting 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
- Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies
- Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, Risk, Technology and legal teams, to investigate and resolve complaints effectively.
- 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.
- Contribute towards team building and create positive energy to boost team’s productivity.
Vacancy posted 1 day ago
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