Senior Officer - Customer Care

Mashreq

- To handle and resolve all Central Bank (CB), AECB complaint along with other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers.
- Be a focal point of contact to coordinate with Ombudsman personnel on regular basis / specific cases
- To effectively manage the Central Bank Portal within set TAT, by timely logging & posting the complaints on daily basis
- To ensure CB complaint TAT is met by resolving the customer issue and posting response within set TAT.
- Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling.
- To administer, co-ordinate, monitor and report on the above CB complaints (daily/weekly report, monthly dashboard)
- 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 CB contact person and all internal 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