Client Experience Analyst - Jobs in Karachi, Pakistan

Job Description

Client Experience Analyst - (2200030114)Job: JOT to updatePrimary Location: Africa & Middle East-Pakistan-KarachiSchedule: Full-timeEmployee Status: Fixed TermPosting Date: 24/Nov/2022, 8:20:38 AMUnposting Date: 08/Dec/2022, 11:59:00 PMStrategyEmail Classification

• Read emails and classify as complaint or query

Registering Complaints

• Review email if it has all the information to register a a complaint as per Bank Complaints handling Policy
• Log complaint over CEMS
• Call customer if additional information is required
• if customer not answering send out an email for more information with response TAT max 2 days given to the customer
• In case customer does not respond, closure SMS sent - SMS content to be apporved by head CE and legal

Managing Email based Queries

• Collect information about the requested query from stakeholders
• Draft an email response answering the query
• Send for Checking at designated line manager

Facilitate Resolution of Email based Registerd Complaints

• Perform check if acknowledgement SMS sent to client
• If acknowledmenet is not sent then a separate letter or email to be sent to client in line with reguatory guidelines.
• Check complaint category, classification.
• Refer previous reference if complaint is new or repeat in nature
• Check if client falls under PEP, Vulnerbale client category
• Tag complainst to relevant stake holders
• Ask question to stakeholders regrading issue and first level root cause
• Track response and analyse if response is sufficient for complaint closure or send it back to stakeholder to re visit and ensure complete closure
• Escalate individual or thematic issue
• Perform Root Cause Analysis on individual complaint at hand
• Prepare resposne for client via call/ email or letter
• Prepare complaint closure communication MIS

Processes

• Ensure adherence to Service Level Agreements, Key Control Standards and DOI to meet the in country and group complaint KPIs.

People and Talent

• Tag complaints to correct stakeholder. Identify and seek guidance from Line Manager if required before sending a complaint to a stakeholder. Start parallel investigation if required. In case a stakeholder responds with ?does not pertain? ? escalated to Line Manger, QA Manager, Sr. Manager CCU and Head CCU and either identify CCU at fault or stakeholder at fault to prevent recurrence.

Risk Management

• Ensure Compliance with Changes in Group policy standards, TCF, SBP laws and regulation
• Ensure compliance with guidelines on KYC in handling of customer service issues

Governance

• Ensure robust quality audit and checks and control are embedded
• Report suspicious transactions.
• Ensure compliance of AML, Conduct, CDD policies & procedures in accordance with Group and Local Regulatory guidelines.

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group?s Values and Code of Conduct.
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

• All Bank?s department.

Other Responsibilities

Keyskills :