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Summary
Motivated banking professional possessing a strong commitment to quality customer service coupled with superb communication skills. With an outstanding background in customer service and banking. Try to Addresses all questions and concerns with customer satisfaction in mind. To promote a challenging career & work in an organization where I can use my skills efficiently. Further, to prove myself as an innovative team member using my professional experience & areas of expertise., Customer Relationship Management, Dispute resolution, Business Process re-engineering, negotiations and Team management. Strong operations background, It would help me to create a good impression among my companions. I would use my ideology while working. So, I will come to know the strength of my skills.
Experience
Senior Analyst Complaint Management Unit, Service Quality Division, Compliance & Control Group
Senior Analyst Complaint Management Unit, Service Quality Division, Compliance & Controls Group.Present work on complaints handling received via SPB, BMP and PMDU. Drafts response /summaries of various critical cases and maintains complaint database on daily basis using CMS and prepare different reports for onward submission to the management and regulator.
Effective & efficient complaint handling within defined TATs & timely reporting to close complaints.
Handling of customer disputes receive from Banks Management (Mancom), BMP, SBP, PMDU & Social Media.
Service Quality Consultant
Responsibilities:
Responsible to conduct visit to assigned branches on monthly basis.
Responsible to maintain branch service score card.
Responsible to input visit data to the branch monthly consolidated reports.
Does daily mystery calls to branch to check their product knowledge and telephone etiquette.
Forward Customers complains received during visit to branch management and concerns departments for resolution.
Coordinates with verious department for branches pending issues, and makes the followup for speedy resolution of branch service requests.
ADC Officer
Responsibilities
Core banking services on call.
To serve customer queries, complaints, activation/deactivations & to provide feedbacks.
As a backup team leader, maintenance of employee records, acting supervisor, keeping follow up of disputed cases and general team issues.
Respond to the customer queries and complaints regarding all kind of bank's products and services, such as ATM Cards, Balance Inquiry, Statement, Cheque Book, Stop Payment Requests and Internet Banking Services via Phone Banking.
ATM monitoring in weekends.
Management of ATM Cards oprations like activation and replacement on customer request.
Handling of Internal Fund Transfers requests via helpline.
Ensuring optimum level of service to customers in accordance with Bank Policies.
Initiates Customer Complaints on CMS, Coordinate with IT, CCU, and branches along with Operational Staff and making sure that complain should be resolved within TAT along with Customer satisfaction.
Generating all kind of leads as per Banks Products
Customer Services Executive
Available On Request
