Service Associate, CCU.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group

- 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, and Risk, Technology and legal teams, to investigate and resolve complaints effectively. - 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. 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. Knowledge, Skills and Experience- Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication - Understanding of complete Retail Banking, SME ,Neo products, processes and systems - Previous experience in customer service, complaints handling is advantageous - Excellent analytical skills to enable resolution of complex problems. - Working knowledge of banking operating systems, Microsoft Word and Excel - Excellent inter-personal and communication skills (English written and oral) – Arabic will be added advantage - Ability to work independently as well as collaboratively in a team environment. - Demonstrated professionalism, patience, and diplomacy in handling customer interactions. - 1 – 2 years customer service experience in banking - Graduate Show more Show less