The Customer Management Officer is responsible for managing and resolving escalated customer complaints, requests, and inquiries referred to the Bank's regulators, Senior Management, or internal units requiring special handling and business consideration. This role ensures timely, fair, and customer-centric resolutions while maintaining compliance with the Bank's policies and regulatory standards. The Customer Management Officer collaborates with various internal and external stakeholders to investigate, analyze, and address customer concerns effectively. Additionally, the role involves identifying trends, recommending process improvements, coaching Customer Management Specialists, and implementing strategies to enhance customer satisfaction and mitigate future escalations.
Responsibilities
- Manage and resolve escalated customer complaints, requests, and inquiries in compliance with regulatory requirements, internal policies, and service level agreements (SLAs).
- Ensure timely acknowledgment and proper resolutions of escalated complaints while balancing risk, compliance, and customer satisfaction.
- Coordinate with legal, risk, compliance, operations, and other departments to ensure proper handling of high-risk or sensitive cases.
- Prepare formal responses to regulatory bodies, senior management, and customers, ensuring clarity, accuracy, and adherence to Bank policies.
- Monitor and analyze escalation trends, identifying key drivers of customer complaints and service gaps to recommend process improvements.
- Assist in implementing service quality initiatives and process enhancements aimed at reducing escalations and improving customer experience.
- Maintain proper documentation and tracking of cases using the Bank's prescribed platforms to ensure accurate records and compliance with audit requirements.
- Provide reports and insights on escalated cases, trends, and resolutions for business reviews and management discussions.
- Coach, train, and mentor Customer Management Specialists, ensuring they are equipped with the necessary skills and knowledge to handle escalations effectively.
- Support the Customer Escalations Section Head in developing best practices, improving case management procedures, and fostering a customer-focused culture within the team.
- Escalation Case Handling and Resolution Manages the end-to-end resolution of escalated customer complaints, requests, and inquiries, ensuring fair, timely, and customer-centric outcomes. Investigates cases thoroughly, collaborates with internal teams, and recommends appropriate resolutions in line with Bank policies and regulatory requirements.
- Compliance and Risk Management Ensures that all escalated cases are handled in strict adherence to the Bank's regulatory, legal, and compliance standards. Coordinates with legal, risk, and data privacy teams on complex cases requiring specialized intervention to mitigate reputational and financial risks.
- Customer Experience and Escalated Handling Enhancement Identifies recurring customer pain points, analyzes trends in escalations, and provides actionable recommendations to enhance customer experience. Works closely with internal teams to refine processes, reduce recurring complaints, and improve service delivery.
- Coaching and Mentorship Supports the development of Customer Management Specialists by providing coaching, training, and guidance on case handling, resolution techniques, and regulatory adherence. Ensures team members are equipped with the necessary skills to manage escalations effectively.
- Stakeholder Collaboration and Reporting Engages with internal business units, Senior Management, and external regulators to align on case resolutions and process improvements. Prepares and presents reports on escalation trends, customer insights, and recommendations to drive strategic enhancements in customer management.
Qualifications
- Bachelor's Degree in any business-related course
- At least 3 years experience in data management and customer service and handling
- Skills: data analytics, budget management, and customer service
