Senior Officer

Job Description

Senior Officer, Complaints Management
 
 
Specific Job Accountability

Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations.

Handle customer service issues, complaints/grievances with respect to product, service, billing of FAB and any other category

Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Ensure adherence of policies and procedures

Maintains customer records by updating customer history through service requests/complaints and Notes.

To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.

Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations