Complaints Senior Officer At EG Bank
JOB PURPOSE
Assisting the Head of Customer Protection Unit to handle all the tasks entrusted to the Unit as per the roles and responsibilities included in the relevant policies and procedures.
MAJOR RESPONSIBILITIES AND ACOUNTABILITIES
Receive all customer complaints referred by the customer complaints different channels (i.e. website, call center, branches …etc.);
Register all complains on the CRM and generate a REF number to be provided for the customer and to be used for the complaint investigation & follow up;
Liaise with the concerned branch/business line for investigating the cause of complaint are closed properly & in a timely manner (within the TAT) by:
Gathering & investigating needed evidences & information.
Log all complaints status .outstanding action, due dates & follow-up accordingly.
Review the feedback received from the relevant party and ensure final feedback is complete and comply with the applicable laws, regulations, policies and procedures;
Communicating with the customers the last update about their complains & delivering the final reply and the closure of the complaint;
Submit closure details to the Customer Protection Unit Head;
Escalate all unresolved issues / complaints to the Customer Protection Unit Head to take the proper action;
Prepare monthly analysis sheet contains the complains received within the month and submit to the Unit Head;
Suggest any required corrective actions/process enhancement and escalate to the Unit Head;
Follow-up till full implementation of any agreed corrective actions/process enhancement with the stakeholders;
Record-keeping of the documentation & communications related to the complaints or complaint resolution;
Maintain confidentiality of documentation & communications related to complaints or complaint resolution;
JOB REQUIREMENTS
Minimum education
: Minimum bachelor Degree
Desired education
: Additional customer complains/experience – quality certificate – Legal background is a plus
Languages
: Fluent Arabic & English – written / oral.
Ideal experience
: 6 years or more of banking experience with a min. 3 years banking experience in customer complains management