Service Associate, CCU.Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP

- Investigate complaints thoroughly , gather relevant information and analyze- Provide timely and accurate responses to customer inquiries and complaints.- Handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers- To develop and maintain optimum level of service quality with external and internal customers by ensuring complaints resolution in reasonable TAT as per SLAs- To perform in-depth investigation and true RCA (root-cause analysis) to get to the bottom of problems impacting customers- To maintain courteous, proactive and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints- To visibly improve customer satisfaction scores and related survey results through complaint resolution- Document all customer interactions, complaints, and resolutions accurately and comprehensively in the complaint management system (CRM)Ensure that customer interactions comply with regulatory requirements, confidentiality standards, and bank policies- Coordinate and maintain a strong follow-up with internal departments, including Operations, Business, Compliance, and Risk, Technology and legal teams, to investigate and resolve complaints effectively.- Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.- Contribute towards team building and create positive energy to boost team’s productivity.