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Job Description

The Grievance Officer is responsible for ensuring effective resolution of customer complaints and grievances, enhancing customer satisfaction, and maintaining the bank's reputation for excellent customer service. This role involves managing and addressing customer concerns in a timely, fair, and transparent manner.

Key Responsibilities:

Grievance Handling:

Receive and log customer complaints and grievances through various channels, such as phone, email, or in-person visits.
Investigate and analyze the root causes of complaints to provide accurate solutions.
Ensure all complaints are handled within the stipulated timeframes and in adherence to the bank's policies and regulations.

Customer Communication:

Maintain clear and open lines of communication with customers throughout the complaint resolution process.
Provide customers with timely updates on the status of their complaints and expected resolution timelines.

Resolution and Mediation:

Mediate between customers and relevant bank departments to ensure fair and satisfactory resolutions.
Collaborate with internal teams to identify solutions that address customer concerns while adhering to the bank's policies.

Documentation and Reporting:

Maintain comprehensive records of customer complaints, investigations, resolutions, and actions taken.
Prepare and present regular reports on grievance trends, resolution effectiveness, and customer satisfaction.

Process Improvement:

Identify recurring customer grievances and contribute to developing strategies to address underlying issues.
Provide insights and recommendations to improve customer experience, policies, and procedures.

Regulatory Compliance:

Ensure that complaint resolution processes align with banking regulations and guidelines.
Stay updated on relevant regulations to ensure compliance and accurate handling of complaints.

Training and Awareness:

Conduct training sessions for bank staff on effective complaint handling and customer communication.
Raise awareness among employees about the importance of customer feedback and grievance resolution.

Requirements

Qualifications and Skills:

Proven experience in customer service, complaint handling, or a similar role within the banking sector.
Strong understanding of banking regulations, policies, and procedures.
Excellent communication and interpersonal skills.
Analytical skills to investigate complaints and identify trends.
Empathy and the ability to handle challenging customer interactions.
Proficiency in using customer relationship management (CRM) systems and banking software.
Attention to detail and ability to maintain accurate records.
Problem-solving skills to identify root causes and develop effective solutions.

Benefits

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

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