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Customer Relations Unit (CRU) Officer
Full time at Mashreq Bank in Qatar

Customer Relations Unit (CRU) Officer Full time at Mashreq Bank in Qatar

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Job details

Customer Relations Unit (CRU) Officer

Location: Qatar
Job function: Retail Banking
Number of positions: 1
Expiry date: 31st May 2013

Job purpose

o To handle all escalated unstructured and complex customer complaints received from all channels effectively in a timely manner. Conduct root cause analysis and suggest preventive and corrective measures.

o Manage Leads and distribute among respective business units.

o Manage Disputes received from Credit Bureau and respond in timely manner.

o Attend all Call Back cases and ensure providing feedback to raising unit within agreed TAT and maintain proper MIS & Reports.

o Ensure 100% of the complaints are updated on the system/master file and closed after resolution.

Key result areas

o The jobholder will be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, other departments or directly from customers.

o Monthly MIS Report generation and executive summary to Manager branch Ops and Service Quality.

o All complaints which have been escalated to Qatar Central Bank by MB customer will also be his/her responsibility.

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