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Complaint Handling Officer

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Banking/Financial Services
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
1 Year
Apply By:
Oct 30, 2020
Posted On:
Sep 30, 2020
Job Description

What You Will DO

Complaint Handling

  • Ensure complaints are handled in a fair and speedy manner taking into account the criteria of Transparency, Accessibility and Effectiveness.
  • Ensure complaints are handled in compliance according to the Complaints Handling Policy & Procedures and ensure coordination/follow up with all departments for resolution of complaints based on SBP guidelines.
  • Determine root causes of recurring complaints and formulate improvements to mitigate them. 

Complaint Handling Database, Customer Communication & Record Keeping

  • Maintain complaint data base on daily basis and prepare periodic reports for onward submission to the management and State Bank after the review of line Manager.
  • Ensure that 100% customers are informed regarding status of their complaints on timely basis as defined by SBP
  • Ensure complete documentation of customer complaints.

Complaints Resolution Satisfaction

  • Ensure at-least 90% of the complaints handled by CHO are resolved within TAT
  • To ensure regular follow ups and escalation with concern units regarding complaints which exceed their specified TAT.
  • Take customer feedback, analyze and provide management with a better service solution or an alternate.

Complaints logged through other channels

  • Ensure to collate and maintain database on monthly basis for all complaints logged through other channels including branches, area office, regional office, SBP, BMP, FIA, etc. 
  • Preparation and submission of monthly comprehensive report for all complaints on monthly basis reflecting different aspects including nature of complaints, recurring complaints, exceeding TAT, internal & external frauds, complaints against specific service or product, etc.  
  • Reporting:
  • To compile submit regulatory reports as advised by SBP and other regulators.
  • To compile and submit complaint trend analysis and other internal reports to line manager. 
  • To ensure comprehensive complaint analysis for submission to line manager into bank’s annual report. 

Additional Tasks

  • Assisting in any relevant tasks assigned by line manager. 

What you Need To Have

  • Minimum Bachelor’s in Business Administration, Finance, Economics, Commerce or relevant from a recognized institution.
  • According to Prospects, complaint’s officer should possess strong communication skills and have the ability to communicate effectively in writing. 
  • The ability to remain calm under pressure, as well as maintain a professional attitude and smart personal appearance, is also required. 
  • Ethical, focused on treating customers fairly
  • Courteous yet assertive, trustworthy and reliable 
  • Strong analytical, interpersonal and communications skills, respect for customer and business confidentiality
  • Ability to ‘self-start’ and organize a complex workload and work to strict deadlines Ability to adapt to a changing environment.
  • Willing to travel.
  • Exhibits and upholds KMBL’s values and social performance objectives.
  • Proficient in MS Office Suite. 

Required Skills

Committed to Customer Services, Complaint Management, Complaint Investigations,

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