Senior Officer - Customer Care Unit.CXCG - MBP.Retail Banking Group

As a Customer Care officer at Mashreq Pakistan, your primary responsibility is to oversee the efficient handling and resolution of customer complaints in compliance with regulatory standards and organizational policies. You will be engaging in investigating, addressing, and resolving customer grievances promptly and professionally, aiming to uphold the bank's reputation for excellent customer service while ensuring compliance with relevant laws and regulations. Additionally, you will identify systemic issues and implement corrective measures to enhance customer satisfaction and loyalty. Your role is pivotal in maintaining trust and confidence in the bank's services among its customers and stakeholders.

1. Efficient Complaint Handling: Ensure timely and effective resolution of customer complaints, meeting or exceeding predefined service level agreements (SLAs) to enhance customer satisfaction.
2. Compliance Management: Ensure all complaint handling processes comply with regulatory requirements set forth by the State Bank of Pakistan (SBP) and other relevant authorities, minimizing the risk of non-compliance.
3. Quality Assurance: Implement robust quality assurance mechanisms to review complaint resolutions, ensuring accuracy, fairness, and consistency while identifying opportunities for process improvements.
4. Stakeholder Communication: Act as a liaison between the complaint’s unit, other departments within the bank, and external stakeholders, facilitating effective communication and collaboration to address customer concerns efficiently.
5. Data Analysis and Reporting: Analyse complaint data to identify trends, root causes, and areas for improvement, and prepare comprehensive reports and insights for senior management to support strategic decision-making.
6. Continuous Improvement Initiatives: Proactively identify and implement initiatives to streamline complaint handling processes, enhance customer experience, and mitigate potential sources of complaints.
7. Customer Feedback Management: Timely communicate customer feedback to the line for service improvements and prevent recurring complaints.
8. Risk Management: Ensuring adherence to risk management policies and procedures.
9. Banking Regulations: Sound knowledge of banking regulations, guidelines, and directives issued by the State Bank of Pakistan (SBP) related to complaint handling, consumer protection, and customer rights.
10. Banking Products and Services: Understanding of various banking products and services offered by the bank, including retail banking, corporate banking, loans, deposits, and electronic banking channels.
11. Complaint Handling Processes: Familiarity with best practices, methodologies, and frameworks for complaint handling, including investigation techniques, root cause analysis, and resolution strategies.
12. Legal and Compliance: Knowledge of legal principles, and consumer protection laws relevant to banking operations in Pakistan, with knowledge of dispute resolution mechanisms and ombudsman procedures.
13. Data Analysis: Proficiency in data analysis tools and techniques to analyze complaint data, identify trends.