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

This role focuses on ensuring exceptional service quality by effectively managing and resolving customer complaints within agreed timelines. The individual will serve as the primary contact for internal teams, handling complaints received through multiple channels such as branches, emails, phone banking, and other platforms. The position demands a proactive approach to logging, tracking, and resolving issues while collaborating closely with various departments to maintain high standards of customer satisfaction and operational efficiency.

Key Responsibilities

- Develop and maintain optimal service quality levels with both external and internal customers by ensuring timely resolution of complaints in accordance with Service Level Agreements (SLAs).
- Act as the main point of contact for all internal staff regarding customer complaints, managing issues reported through branches, MOL, emails, mail, phone banking, and other channels.
- Resolve or escalate all assigned customer complaints within the agreed turnaround time (TAT).
- Ensure 100% of complaints are accurately logged and updated in the CRM system before, during, and after resolution.
- Maintain consistent follow-up with relevant units to guarantee complete, proactive, and accurate resolution of customer complaints.
- Identify systemic issues or recurring 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 issues, investigating root causes, and providing constructive feedback on service quality based on firsthand observations.
- Strive to exceed service standards and performance indicators, taking individual responsibility for prompt and ongoing reporting.
- Participate actively in identifying improvement opportunities, analyzing root causes, and collaborating with process and product owners to implement permanent solutions. Monitor and measure improvements in processes and products.
- Foster team building and cultivate a positive work environment to enhance overall team productivity and morale.

Required Qualifications

- Proven experience in customer service or complaint management, preferably within the banking or financial services sector.
- Strong problem-solving skills with the ability to conduct root cause analysis and implement corrective actions.
- Proficiency in CRM systems and complaint tracking tools.
- Excellent communication and interpersonal skills to effectively liaise with internal teams and customers.
- Ability to manage multiple complaints simultaneously while adhering to strict deadlines and SLAs.
- Detail-oriented with strong organizational and follow-up capabilities.

Preferred Qualifications and Benefits

- Prior experience in process improvement initiatives and quality assurance within a banking environment is highly desirable.
- Knowledge of banking products, services, and regulatory requirements will be an advantage.
- Exposure to technology incident management and mass incident reporting is beneficial.
- Opportunity to contribute to continuous improvement projects and gain cross-functional experience.
- Collaborative and supportive team culture aimed at professional growth and productivity enhancement.

This position offers a dynamic environment where the successful candidate can make a significant impact on customer satisfaction and operational excellence through effective complaint resolution and process improvement.