Responsible for following up on the implementation of Customer Rights concepts within Mashreq according to CBE directives. Seek permanent and continuous improvement for achieving maximum customer rights protection & satisfaction among Mashreq customers.
Conduct enhanced Monthly Analysis & regulatory oversight on Complaints and provide recommendations & Corrective Actions.
- Key Result Areas:
- Prepare and analyze regular reports to be presented to Mashreq Bank Staff, MANCO, Audit / Governance/Risk Committee etc. including complaints global figures, analysis, corrective actions & recommendations.
- * Assist in Customer Rights related projects/UATs as and when required and ensure that they are successfully completed within the required time frame.
- * Fulfill & provide regular CBE reports required within customer rights directives.
- * Provide recommendations for Mashreq processes or activities whenever needed to comply with Customer Rights standards.
- * Pinpoint areas that need improvement according to prepared analysis & provide recommendations for corrective actions to comply with customer rights scheme.
- * Review complaints related to the Outsourced Companies & Payment Service Providers and provide any relevant recommendations.
- * Ensure fulfillment of Customer Rights training within Mashreq for staff & increase their awareness regarding the related regulations.
- * Ensure fulfillment of Customer Rights Awareness to customers and increase their knowledge for their rights, banking and financial awareness.
- * Provide ongoing coaching and guidance to CRPU Team Members; ensure their understanding with Customer Rights Unit responsibilities that should be accomplished.
- * Initiate Regulatory Oversight over Complaint Handling Teams in addition to preparing reports with remarks, concerns and CRP recommendations in order to take the corrective actions.
- * Review Marketing Materials, Products, services, NPPAs, Mashreq Applications, etc. in order to assure that they are complying with Customer Rights Guidelines.
- * Innovate new ideas, Enhancement techniques to assist in facilitating the workflow, fulfilling Customer Rights Unit responsibilities and enhancing areas need improvement.
Knowledge, Skills And Experience
- Graduate with 4 years banking experience .
- Good communication and inter-personal skills.
- Computer literate and good command over spoken and written English
- Understanding the banking process, processes and systems.
- Strong key board and PC skills with adequate knowledge of MS Office.
- Excellent inter-personal and communication skills with the ability to perform with a large team.
- Excellent knowledge in data analysis and PPT Presentations.
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.
