Customer Experience Specialist – Card Services

Responsibilities:

• Ensure all bank card shipments are delivered to the correct customers in line with bank requirements
• Review delivery processes and ensure full compliance with SOP (OTP verification / ID check / customer signature)
• Follow up on undelivered shipments (refused / postponed / unreachable) and analyze root causes
• Monitor abnormal cases (lost shipments / fake delivery attempts / delays) and take corrective actions
• Coordinate with branches and couriers to maintain delivery quality standards
• Ensure accuracy of tracking updates and prevent any fake updates
• Handle customer complaints related to card deliveries (delays / service issues / lost shipments)
• Monitor courier performance and identify any violations or suspicious behavior
• Prepare daily/weekly reports on delivery quality (Sign rate / failure reasons / SLA performance)
• Work on reducing refusal rates and improving customer experience
• Ensure strict compliance with card security procedures (no tampering / no opening shipments)
• Escalate critical cases (theft / loss / official complaints) to management or the bank promptly