• Investigate complaints thoroughly , gather relevant information and analyze 

• Provide timely and accurate responses to customer inquiries and complaints.

• Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers

• To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs

• To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers

• To maintain courteous, proactive and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints

• To visibly improve customer satisfaction scores and related survey results through complaint resolution

• Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies

• Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, and Risk, Technology and legal teams, to investigate and resolve complaints effectively.

• Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

• Contribute towards team building and create positive energy to boost team’s productivity.

Operating Environment, Framework and Boundaries, Working Relationships

• Strict compliance to compliance, established work instructions, service standards and call handling procedures
• Cordial interaction with support units, customers, RBG, Ops on telephone and in person.
• Report suspicious transactions, system lapses to the supervisor / department manager.

Problem Solving

• Ensure effective coordination with RBG and facilitate departments to correctly comprehend, act in a timely manner towards problem resolution

• Complete knowledge of products, policies, procedure and back office processes is vital to structure seamless solution and appropriate, prompt & accurate response. 

Decision Making Authority & Responsibility

• Provide the highest level of Customer Service in response to complaints and ensure excellent Customer Experience.
• Manage customer expectation through result oriented proactive actions and correct understanding of escalation hierarchy for swift resolutions.
• CRM maintenance at all times with correct capturing of records & comments
• Continuously update and manage knowledge database
• Timely escalations to supervisor to avoid and control reputational damage for Mashreq
• Maintain a professional image of MB throughout his/her interactions, written & oral, with customers –internal & external
• Authority to recommend financial waivers / reversals for customers justified by the investigation conducted for the respective customer complaint.
• Level 1 Authority as per Delegation Matrix for financial reversals, to recommend process reviews, system changes and modifications across all related functions to improve customer satisfactions.

Knowledge, Skills and Experience

• Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication 
• Understanding of complete Retail Banking, SME ,Neo products, processes and systems
• Previous experience in customer service, complaints handling is advantageous
• Excellent analytical skills to enable resolution of complex problems.
• Working knowledge of banking operating systems, Microsoft Word and Excel
• Excellent inter-personal and communication skills (English written and oral) – Arabic will be added advantage
• Ability to work independently as well as collaboratively in a team environment.
• Demonstrated professionalism, patience, and diplomacy in handling customer interactions.
• 1 – 2 years customer service experience in banking
• Graduate