Posted Mar 08, 2024 1273 views
To ensure efficient and effective complaint resolution as per internal and regulatory requirements and standards.
Job Role:
- Ensure all complaints logged on CRM are resolved within the TAT defined by SBP.
- Ensure that every CRO closes approx 30-40 complaints on daily basis. For complaints requiring detailed investigation (Consumer Finance, Branch Staff Complaints & POS/ Fraud Complaints) the above number will be 15-20 complaints closed on daily basis.
- To co-ordinate with different stakeholders for the timely resolution of complaints enabling better customer satisfaction
- To ensure that the desired standards of banking conduct set by the bank are achieved by extending full support to Branches and Other Departments
- Religiously follow the escalation matrix for 100% unresolved complaints
- Ensure the reoccurring nature complaints are less than 10% on monthly basis.
- Ensure Fair Treatment as per CAF in resolving customer complaints
- Timely submission of complaint returns to SBP on quarterly basis as per regulatory requirement
- Monthly Complaints status is shared with the Management
- Root Cause Analysis is done for reoccurring nature complaints on monthly basis.
- Submission of CRU, ABUs on monthly basis.
- Monitor, measure and report key service indicators and areas of improvement on monthly basis
- Ensure all complaints are timely acknowledged, interim is sent wherever applicable as per Regulatory instructions and resolutions are conveyed to customers using the channels available.
- Ensure all letters and emails sent are maintained in hard file.
- All letters sent to BMP or SBP are filed in a separate file
- Training of all CRU members on regular basis regarding policies and processes.
- Lead the team by extending full support in resolving complaints
- Any other additional task assigned by the HOD
Eligibility Criteria:
- Masters in Business Domain.
- Minimum 2 years’ experience of complaint resolution unit or atleast 3 years’ experience in service industry preferably in a role involving customer interaction.
Skills:
- Proficient knowledge of Microsoft Office
- Understand the Core banking system
- Good understanding of CRM and other support software
- Good interpersonal skills with an approachable and leading personality
- Dynamic leadership
- Well disciplined
- Proactive and should possess Team spirit
Location: Karachi
BankIslami is an equal-opportunity employer that is committed to diversity and inclusion in the workplace.
Job Details
BankIslami Pakistan Limited
BankIslami Pakistan Limited is a dedicated Islamic commercial bank operational in Pakistan since April 7th, 2006. The bank offers a full range of Shariah compliant commercial banking products and services through a network of 100 plus branches all over Pakistan. BankIslami is sponsored by three financially sound and reputable groups which are: The DCD Group, Dubai Bank and Jahangir Siddiqui & Company Limited. The DCD Group is a UK based group which has played a pioneering role in setting up of institutions such as the Islamic Bank of Britain and European Islamic Investment Bank aside from partnering with Dallah Al-Baraka Bank in South Africa. Dubai Bank is one of the upcoming banks in the UAE, owned by Dubai Holdings, the investment arm of Government of Dubai and Emaar Properties, which is the largest real estate company in terms of capitalization in the region. Jahangir Siddiqui & Co. Ltd is the largest and most diversified financial services group in Pakistan with a track record of innovation and success. It has the distinction of sponsoring the first and largest asset management company, ABAMCO Limited and the first Islamic Fund in Pakistan. Recently JS Group has been at the forefront of starting a US$ 70m private equity fund in Pakistan. The Bank was formally listed on the Karachi Stock Exchange on April 17th, 2006. The Shariah Board of BankIslami consists of three renowned and distinguished Shariah scholars namely Justice (Retd) Muhammad Taqi Usmani, Prof Dr Fazlur Rahman and Mufti Irshad Ahmad Aijaz. Mufti Irshad Ahmad is also the Shariah Adviser of the bank who works full-time with the management and guides them in issues pertaining to the Shariah. The business philosophy of BankIslami focuses on providing Shariah compliant products at par with better service and technology standards viz-a-viz conventional banks. In pursuit of this traditions BankIslami is the first commercial bank in Pakistan as well as in the region to deploy Biometric ATMs for its customer
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