Customer Insights Officer

Accountabilities:

• Conducts visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience.
• Prepares monthly reports showing Service gaps and customer pain touch points across different bank channel.
• Increases Branch Staff Awareness on Basic service standards and default manners.
• Reports any look and feel negative feedbacks through customer's interviews to concerned parties e.g. premises, general admin, Branch Quality Managers.
• Performs mystery shopping exercise on branches, Call Center and Direct Sales Unit on frequent basis.
• Initiates and suggests new service enhancement ideas.
• Reviews all Banks customer related procedures and ensure Customer Centric approach is being followed
• Reviews Service Quality Controls on pre-set standards and aiming at customer satisfaction
• And any other assigned tasks.

Minimum Qualifications:

• University/College Degree in Finance, Economics OR any relevant discipline
• Experience: Officer 2+ Years of operations / Customer service

Job specific Skills:

• Customer Service Skills
• Awareness of bank's product and different bank channels procedures.
• Team work skills
• Good Analytical & judgment skills

Generic Skills

• Good communication and interpersonal skills
• Excellent command of English language.
• Strong computer skills