Job Purpose:
The job holder is the one point contact for all customer complaints both
Retail and Entity and is responsible for the investigation, resolution,
learning, better practices, process changes to ensure non-recurrence of the
complaint. The job holder is also the Single Point of Contact for all
complaining customers hence responsible for excellence in Client Engagement
through positive service recovery of all customer complaints.
Principal Accountabilities:
Establishes contact with customers upon receipt of complaints by advising them
of a reference number and timeframe for resolution (Medium:
SMS/Telephony/Email/Fax/Written/Verbal) within the specified period.
Ensure that complaints received are handled in a professional and diplomatic
manner by operating within the guidelines of the Bank
* .
Verifies all complaints by detailed investigation, follow up, escalation and
liaison for resolution.
Draft letters/email responses for complaints
Obtains information for root cause analysis by probing and analyzing
information
Identify gaps in processes/policies and undertake initiatives to bridge the
same.
Initiate continuous learning to ensure product knowledge is fully updated for
Consumer/Entity products/services.
Initiates forums/meetings, process changes, better practices and learning from
complaints to reduce the incidence of error after identifying gaps in
processes/policies
Liaise with the respective WBG and Business Banking teams for all Entity
complaints to ensure the appropriate corrective/preventive action is
implemented and the Relationship Manager obtains service recovery
Review all allocated complaints logged on the system and update frequently to
ensure effective tracking of complaints until resolution.
Responsible to review all complaints to ensure the data input and the
integrity of the complaint module System is fully maintained.
Handle backup functions for complaints handling and assist colleagues in
fulfilment of daily tasks as assigned
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