Service ociate CCU

To handle and resolve all unstructured and complex customer complaints in an effective and timely manner for Retail Banking.

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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.

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To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per

SLAs

To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through various channels (DBC, Branches, MOL..etc)

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Resolve/escalate all customer complaints assigned within agreed TAT

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Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.

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Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.