Service Associate, CCU.MGN Pak - CXC - Customer Care Unit.Client Experience and Conduct Group-PAKCOE

This role focuses on ensuring high-quality service delivery by effectively managing and resolving customer complaints within agreed timelines. The position acts as the primary contact point for internal staff to address issues raised through multiple channels such as branches, emails, phone banking, and other platforms. The incumbent will play a vital role in maintaining customer satisfaction by logging, tracking, and following up on complaints, while also identifying systemic problems and contributing to continuous process improvements.

Key Responsibilities

- Develop and maintain an optimal level of service quality with both external and internal customers by ensuring timely resolution of complaints in accordance with established Service Level Agreements (SLAs).
- Serve as the central contact for all internal staff, managing customer complaints received through various touchpoints including branches, emails, phone banking, and other communication channels.
- Resolve or escalate customer complaints within the agreed turnaround time (TAT) to ensure prompt and effective handling.
- Ensure that 100% of complaints are accurately logged and updated in the Customer Relationship Management (CRM) system before, during, and after resolution.
- Maintain strong follow-up communication with relevant departments to guarantee complete, proactive, and accurate resolution of complaints.
- Identify recurring issues or systemic problems and escalate concerns based on root cause analysis findings.
- Track and manage technology-related issues and mass incident reports to support timely resolution.
- Contribute to process and quality improvements by highlighting recurring problems and investigating their root causes. Provide constructive feedback on service quality based on direct observations.
- Strive to exceed service standards and key performance indicators, taking personal responsibility for timely reporting and continuous monitoring.
- Participate actively in identifying improvement opportunities, analyzing root causes, and collaborating with process or product owners to implement permanent solutions. Review and measure the effectiveness of these improvements.
- Foster team building and promote a positive work environment to enhance overall team productivity and morale.

Required Qualifications

- Proven experience in customer service or complaint resolution roles, preferably within the banking or financial services sector.
- Strong knowledge of complaint management processes and CRM systems.
- Excellent communication and interpersonal skills to effectively liaise with internal teams and customers.
- Ability to analyze problems, conduct root cause analysis, and propose practical solutions.
- Demonstrated ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Proactive attitude with a focus on quality and continuous improvement.

Preferred Qualifications and Benefits

- Experience working with technology incident management and mass incident tracking is advantageous.
- Familiarity with banking operations and regulatory requirements will be considered a plus.
- Opportunities for professional development and contribution to process enhancement initiatives.
- Collaborative team environment that values positive energy and productivity.

This position offers the chance to play a key role in enhancing customer satisfaction and operational efficiency by driving complaint resolution and quality improvements within the organization.