CRMU Officer - Service Quality Department @ Bank Makramah

Job Summary

Role and Responsibilities:

• All complaints must be addressed within agreed timelines while ensuring adherence to organizational and regulatory policies/guidelines.
• Handle and process complaint lodgments received through channels other than the call center (e.g., email, Branch, BMP, letters, etc.).
• Ensure all complaints are initiated or reassigned within 1 working day and strive to resolve the maximum number within the defined Turnaround Time (TAT).
• Acknowledge all complaints within 48 hours of receipt.
• Send interim responses to customers on the 10th working day if the complaint is not resolved by then.
• Ensure at least 90% of complaints are closed within the defined TAT.
• Maintain a comprehensive MIS of all complaints, including records received from SBP, BMP, and other formal letters, to support audit trails.
•  Follow up with relevant stakeholders before any potential TAT breaches for complaints lodged through any channel, including the call center.
• Attend weekly meetings with the Unit Head – CRMU to review complaint trends, escalations, and pending issues.
• Proactively highlight recurring issues based on daily complaint analysis to support process improvements.
• Conduct Root Cause Analysis (RCA) for all complaints prior to closure to prevent recurrence and support process enhancements.
• Ensure zero complaints remain unresolved beyond 15 days from the date of lodgment.
• Ensure all Acknowledgment Letters, Interim Responses, and Closure Communications are properly filed on a daily basis and maintain an accurate daily MIS.
• Undertake any other duties as assigned by the Line Manager in alignment with the scope and responsibilities of the role.

Required Skills

Skills and Qualification:

• Minimum 1 year of experience
• At least Bachelors Degree
• Attention to detail
• Teamwork
• Managerial skills
• Stakeholder management skills
• Strong interpersonal and communication skills
• Ability to prioritize and meet critical deadlines
• Strong job knowledge of CGHM guidelines