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

This role focuses on ensuring a high level of service quality by effectively managing and resolving customer complaints within agreed timelines. The position serves as the primary contact point for internal staff handling customer issues raised through multiple channels such as branches, emails, phone banking, and other communication platforms. The incumbent will play a critical role in maintaining customer satisfaction by logging, tracking, and following up on complaints while collaborating with various units to achieve timely and accurate resolutions. Additionally, the role involves identifying systemic problems, contributing to process improvements, and supporting team productivity.

Key Responsibilities

- Develop and maintain optimal service quality by ensuring customer complaints are resolved within the agreed turnaround time (TAT) as per service level agreements (SLAs).
- Act as the central contact point for all internal staff regarding customer complaints received through various channels including branches, emails, phone banking, and other touchpoints.
- Resolve or escalate all assigned customer complaints within the agreed TAT to ensure timely closure.
- Ensure 100% of complaints are accurately logged and updated in the CRM system before, during, and after resolution.
- Maintain consistent and proactive follow-up with other departments to guarantee complete and accurate resolution of customer complaints.
- Identify recurring systemic issues through root cause analysis and escalate concerns to relevant stakeholders.
- Track and maintain records of technology-related issues and mass incidents reported by customers.
- Contribute to process and quality improvements by highlighting recurring problems and investigating their root causes.
- Provide constructive feedback on service quality based on firsthand observations to enhance customer experience.
- Strive to exceed service standards and performance indicators, ensuring prompt and accurate reporting on an ongoing basis.
- Participate in identifying improvement opportunities, analyze root causes of problems, and collaborate with process and product owners to implement permanent solutions.
- Support team building efforts and foster a positive work environment to enhance overall team productivity.

Required Qualifications

- Proven experience in customer service or complaint resolution roles, preferably within the banking or financial services sector.
- Strong understanding of customer relationship management (CRM) systems and complaint handling processes.
- Excellent communication and interpersonal skills to effectively liaise with internal teams and customers.
- Ability to analyze root causes of issues and recommend practical solutions.
- Detail-oriented with strong organizational skills to manage multiple complaints and follow-ups simultaneously.
- Proficient in tracking and reporting service quality metrics and performance indicators.

Preferred Qualifications and Benefits

- Experience working in a multi-channel customer service environment, including digital and telephonic platforms.
- Familiarity with banking products, processes, and regulatory requirements.
- Demonstrated ability to contribute to process improvements and quality initiatives.
- Collaborative team player with a positive attitude and the ability to motivate peers.

This position offers an opportunity to play a key role in enhancing customer satisfaction and operational efficiency within a dynamic banking environment. The successful candidate will be instrumental in driving continuous improvement and fostering a culture of excellence in service delivery.