Home / Bank Jobs / Customer Service Officer Posts Announced In Finca Micro-finance Bank, Pakcreamy Jobs 15-feb-2017

Customer Service Officer Posts Announced In Finca Micro-finance Bank, Pakcreamy Jobs 15-feb-2017

Customer Service Officer Posts Announced In Finca Micro-finance Bank, Pakcreamy Jobs 15-feb-2017

 

Job Description

JOB PURPOSE:

Effectively managing all complaints received from customers and covering all activities within the bank keeping in views Internal and Regulatory Guidelines. To constantly reduce/eliminate bottlenecks and deficiencies in optimal/encumbered processes improving overall customer experience.

JOB DESCRIPTION

COMPLAINT MANAGEMENT:

  •  All complaints to be addressed within agreed timelines and ensure complaint handling process is followed in terms of organizational, regulatory and TCF (Treating Customer Fairly) policies. Overall Complaint
  • Closure timeliness should be 90% or greater i.e. within 7 working days.
  • To ensure Effective Follow up and escalation of complaints on emails.
  • To ensure all complaints are initiated/reassigned within 1 working day and resolved complaints are closed within the same day.
  • To ensure that 90% of complaints are closed via call back on recorded lines. Officer complaint Cell has to ensure that all contact numbers are attempted.
  • Achieve a customer complaint closure satisfaction ratio of over 90% .
  • To ensure that all complaints received through any channel should be acknowledged with 1 working day.
  • To ensure all Acknowledgment Letters, Interim and Closure responses are filed on daily basis and proper MIS has to be maintained on daily basis.
  • To ensure call backs on returned letters within 2 working days by maintaining the record in MIS (excel) for audit trail purpose.
  • Conduct Root Cause Analysis on all complaints before closing them.

STANDARD ACCOUNTABILITIES:

 

  • Ensure 100% compliance to all SBP/Internal on Customer Complaint Cell. Audit finding should not show any high risk comment.
  • To ensure training and grooming of staff with a view towards enhancing skill sets and facilitating career progression.
  • Perform additional duties in line with the current role, as and when requested by the Assistant Manager- Customer Complaint Cell.
  • Contribute to the identification of opportunities for continuous improvement of systems, processes and practices within the function; taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
  • Function as back-up of Assistant Manager Customer Complaint Cell. Develop relevant learning and skillset.
  • Develop self and team capabilities via combination of training/ mentoring and on the job learning.

CONTROLS:

  • Own the Risk Control Assessment exercise for Customer Complaint Cell.
  • Own all  Customer Complaint Cell related audit results (internal and external) by addressing gaps identified with relevant stakeholders.
  • Ensure comprehensive, strategic MIS is formulated and circulated regularly to teamwork effective management overview of complaint.
  • Establish and maintain proper complaint closure, data consolidation and integrity protocol among the team.

 

COMMUNICATIONS AND WORKING RELATIONSHIPS:

 

Internal:

 

  • Business Banking: Branch Mangers/Operation Mangers/ Regional-Zonal Managers/Business Head.
  • Branchless Banking Operations: Managers/Assistant Managers/Officers/Head IT.
  • Alternate Delivery Channels: Managers/Assistant Managers/Officers/Head ADC.
  • Internal Audit: Managers/Assistant Managers/Officers/Head Audit.

 

 External:

 

  • Regulators – State Bank of Pakistan.
  • Customers (via the Complaints platform).

 

SKILLS:

 

Job Specific Skills:

 

  • Excellent Analytical skills to enable resolution of unstructured and complex problems i.e. Proficient in Microsoft Office.
  • Knowledge of Business/Consumer banking products and services and associated risk environment; and working knowledge of banking operations and products.
  • Understanding of the Complaint Cell platform related to Regulatory and Organizational protocols.

 

Behavioral Skills:

 

  • Good communication skills.
  • Instinctive inclination and orientation towards service excellence.
  • Ability to facilitate improvement/ change.
  • Ability to facilitate/support on challenging initiatives with a view towards raising the benchmark on service.

 

Job Details

Industry:
Banking/Financial Services
Functional Area:
Client Services & Customer Support
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Department:
General Banking Operations/Customer Services
Job Location:
Lahore,Pakistan
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Bachelor’s/Master’s degree in any related specialization.
Career Level:
Experienced Professional
Experience:
1 Year – 3 Years (1 – 2 years of complaint cell experience in Banking/ Financial Services, preferably with a background in Business/Consumer Banking/ Process Improvement/ customer experience management.)
Apply Before:
Mar 14, 2017

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