Description

Complaints and Its Log Management:

·         Assist in resolving end-to-end customer complaints.

·         Assist and resolve complaints arising on the Central Bank’s Online system and roles on CMS.

·         To resolve problems by clarifying issue, researching and exploring answer solutions, implementing solutions, escalating unresolved problems.

·         Manually provide complaint SR number to customer.

·         Send an acknowledgement email to customer with complaint number on registered email address.

·         Upon resolution of complaint, inform customer by calling on his registered number or send an email with resolution to customer on his registered email address.

·         Maintain MIS regarding all complaints resolved by the customer from all channels.

·         Keep a follow up on all unresolved complaints and escalate priority issues.

·         Prepare timely MIS reporting on a monthly, quarterly and annual basis to the Central Bank of UAE and the Senior Management of HBL UAE

·         Prepare escalation breach of TAT regarding complaints to Senior Management and provide MIS for leadership team in relations to settlements of customer complaints.

·         Maintain & update the complaint management procedure manual as per CBUAE requirements on an annual basis

·         Maintain & update the FTC policy & Conduct Risk Assessment Framework per CBUAE requirements on an annual basis

·         Ensure all regulatory and Bank policy requirements related to Complaint Management & Consumer Protection are met

·         Maintain highest level of customer satisfaction across the Bank are met by the branches/frontline

·         Assist in conducting Mystery Shopping Surveys and Customer Satisfaction surveys for the bank

·         Assist in conducting training schedules for the bank related to Complaints, FTC policy & Conduct as well as other trainings

·         Assist in preparing timely presentations for senior management

·         Meeting all deadlines assigned to the department/team

·         Understanding all regulatory requirements of the department and assist in ensuring the department meets all regulations

·         Assist department during audits

·         Meeting & exceeding KPI’s

·         Completing, participating & scheduling all departmental trainings