Service Associate, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE

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

To administer, co-ordinate, monitor and report on the above

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

Directly responsible to manage and motivate the CCU team / buddy assigned and to constantly improve output and visibly improve customer satisfaction scores and related survey results through complaint resolution

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

To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - branches, MOL, emails, mails, phone banking and various channels.

Resolve/escalate all customer complaints assigned within agreed TAT

Recommend queries and recurring complaints for template based responses

Maintain a strong follow-up with other units in order to ensure complete and accurate resolution of customer complaints.

Drive and daily analyze the root cause of complaints and brainstorm plans to resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product.

Create action plan from complaints RCA and track action closure with owners for reporting.

To monitor the implementation of recommendations made as a result of complaints, ensuring that service improvements identified as an outcome of complaints investigation are identified and implemented.

Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis.

Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.

Monitoring daily MIS for insights and better team management.

Analyze and share daily MIS for insights. Participate in the development, enhancement and monitoring of complaint resolution process and reporting of key performance indicators of team

Maintain and track Technology issues and mass incidents reported

Train DBC and branch staff by conducting structured and unstructured programs to enhance their service delivery skills and First Point Resolution

Responsible for motivating and managing team through regular huddles, engaging, interaction, trainings & team building exercises

Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience

Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.

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

Provide the superior level of Customer Service in response to complaints and ensure excellent Customer Experience.

To manage unstructured and complex problems related to customers reported through sensitive channels such as Print Media, Social Media, Central Bank and Senior Management.

Analyze customer feedback gathered via surveys, NPS and put action plan to improve customer experience

Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication

Excellent inter-personal and communication skills (written and oral) – good command on spoken and written English. Arabic is an advantage.

Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.

Advanced skill in Microsoft Excel and PowerPoint

Understanding of complete Retail Banking, cash management, SME, trade finance terminologies, products, processes and systems

Thorough knowledge of features and benefits of all products and services of the bank

Working knowledge of all operating systems in the bank (CRM; Banksys; LionSys; Bank Trade Banc24; Symposium etc).

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

Good organizational skills with ability to perform as a team player.

Ability to manage teams and work under pressure, result oriented, ability to multi-task & adapt to change

Possess positive attitude & willingness to learn & take ownership

Actively looking for ways to improve processes

1 – 5 years customer service experience in banking

Graduate