Officer, Specialist, Contact Centre, Corporate Banking, Technology & Operations

Key Responsibilities

• Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact.
• Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue.
• Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer.
• Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience.
• Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements.
• Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process.

Requirements

• Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels.
• Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions.
• Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service.
• Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required.
• Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management.

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