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

- Manage a reduced, specialized caseload of the most complex, sensitive, high-risk, or executive-level complaints (e.g., those involving legal, media, or regulatory escalation).- Apply expert judgment and knowledge to resolve issues where policy or procedure may not be immediately clear, making impartial and evidence-based decisions.- Act as a subject matter expert (SME) and first-point escalation for the Complaints Officers, providing guidance, coaching, and technical advice on complex cases.- Support the Complaints Manager in the daily supervision and quality assurance of the team's output.- Assist in training and onboarding new team members on complaints procedures, systems, and best practices.- Conduct in-depth root cause analysis and trend identification from complaint data to identify systemic failures and areas of organizational risk.- Develop and propose corrective and preventative action plans (CAPA) and policy/process improvements to senior management.- Lead or participate in cross-functional projects aimed at enhancing service delivery and reducing complaint volumes.- Ensure the complaints handling process remains compliant with evolving regulatory and legislative requirements.- 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, Risk, Technology and legal teams, to investigate and resolve complaints effectively.- Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.- 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.-