| Job Title: |
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Officer - Customer Complaint Cell |
| Category: |
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Client Services |
| Total Positions: |
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2 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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2 Years3 Years |
| Salary Range: |
|
PKR 0 to 0 per Month |
| Apply By: |
|
Jan 10, 2020 |
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| Job Description: |
- Responsible for counter services in the branch with a view to achieve timely and accurate manage the receiving mechanism of the complaints based on regulatory requirements and banks complaint handling policy.
- Have strong knowledge of CGHM (Consumer Grievance Handling Mechanism) and CAF (Conduct Assessment Framework).
- Ensure 100% Compliance to all SBP/Internal instructions on complaint management.
- Act as contact point for complaints coming for all channels.
- Logging all complaints in the centralized MIS.
- Persuade resolution and respond to the customers as per policy and procedure.
- Handle and respond back complaints from regulator.
- Act as secondary contact of person for regulator in absence of functional head.
- Maintain complete hard/soft record of complaints.
- Ensure timely reporting of complaints at all relevant channels including regulator, as per the guidelines of Complaints Handling Policy and Procedures.
- Get data from branches regarding complaints lodged directly with them and treat according to guidelines of Complaint Handling Policy and Procedure.
- Update Line Manager time to time about the Complaint Cell performance and seek guidance.
- Ensure the availability of complaints related collateral in the branches i.e. complaint box, information board, complaint card etc.
- Escalation of the issues on timely manner in order to resolve complaints within the assigned Turn Around Time
- Any other task assigned by the Line Manager/Functional Head.
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| Required Skills: |
| Microsoft Office,Customer Care,Customer Service Management |
| Company Information |
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Company Name: Finca Microfinance Bank
Company Description:
pFINCA is a globally recognized microfinance organization working in 5 continents and in 23 countries. FINCA provides financial services to the world's lowest-income entrepreneurs so they can create jobs; build assets and improve their standard of living. In 2013, FINCA acquired a majority share of Kashf Microfinance Bank Ltd. and later in November, the bank was rebranded to "FINCA Microfinance Bank Ltd"./ppFINCA Microfinance Bank Ltd is now in more than 90 cities across Pakistan with over 100 outlets. It is one of the fastest growing financial institutions in Pakistan backed with global expertise. The growing presence in Pakistan across more than 100 cities ensures that access to financial services is at the disposal of every Pakistani. FINCA Microfinance Bank Ltd. not only provides financial solutions to lowest income entrepreneurs of Pakistan but also strive to create a positive social impact through job creation and poverty alleviation. A research study has shown that 1 loan creates a minimum of 3 jobs./ppFINCA Microfinance Bank Ltd is a full service bank established under license by the State Bank of Pakistan. As a member of 1Link, FINCA Microfinance Bank Ltd. gives fund accessibility to its customers 24/7 through more than 7,000 ATMs across Pakistan. Each outlet is fully equipped with the latest banking softwares which provide robust online facilities. Our institution is an Equal Opportunity Employer(EOE) and offers its employees an enabling environment to learn, grow and excel not just in their own area of expertise, but also empowers them to exchange experiences and ideas with peers and supervisors, thereby continuously bringing about innovation and improvement in all facets of our business. Moreover, our well-rounded training program caters to the development needs of employees at all levels to ensure that they get a chance to grow as the institution progresses, and at the same time, our employee engagement initiatives are designed t
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