Job Description
Job Purpose
Effective handling of all customer complaints in a professional and timely efficient manner, ensuring the appropriate resolutions, communications and recording of complaint in adherence with KPIs and SLAs set forth by policy and regulator.
Key Accountabilities
1. Handling customer complaints beginning from the receipt of complaints, evaluating, investigation, communications, follow-up, and satisfactory resolution with all involved parties.
2. Contact customers upon acknowledgment of receiving complaint, and keep the customer regularly updated on the status of their complaint throughout.
3. Ensure effective usage of customer management system (CRM) including the appropriate capturing and treatment of complaint communication, statements, root causes, and related products and services through the system for future data analysis.
4. Ensure adherence to set KPIs governed by policy and regulator as well as regulatory and policy requirements on complaints handling process.
5. Thoroughly investigate all complaints received ensuring fair and equal treatment of all complaints handled, ensuring the root cause is appropriately reported.
6. Preparation of reports on complaints data as required by policy (Weekly, Monthly, and Quarterly) and any other ad-hoc reports requested by management.
7. Monitor all received complaints including complaints received through SAMACares system and provide efficient handling and recording of complaints through internal system and arrange to respond back to SAMA with clear statements as per the standardized text required.
8. Engage in active teamwork by supporting and backing up colleagues and coaching new joiners.
9. Act on tasks assigned by the line manager in the capacity of complaints or Consumer Protection & Quality Management related matters or projects.
10. Update knowledge through the active participation in the required training programs including a minimum of one customer experience and customer service training a year.
11. Comply with all the bank policies, guidelines and regulations and conform to risk, compliance, AML, cyber security, and code of conduct policies and related procedures.
