Job Purpose

• To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
• To administer, coordinate, monitor and report on the above
• 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 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

Key Result Areas

• 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 t...