The Complaint Management Officer is responsible for handling customer complaints and inquiries efficiently and effectively. This role involves investigating complaints, liaising with various departments to resolve issues, and providing feedback to improve service delivery. The officer ensures that all complaints are documented, monitored, and resolved in a timely manner while adhering to company policies and procedures.
• Receive and log customer complaints from various channels (phone, email, in-person).
• Investigate and analyze complaints to determine root causes and appropriate solutions.
• Communicate with customers to acknowledge their concerns, keep them updated on the progress of their complaints, and inform them of resolutions.
• Collaborate with other departments to address systemic issues affecting customer satisfaction.
• Prepare reports on complaint trends and recommend improvements based on findings.
• Maintain a comprehensive database of complaints and resolutions to track success and identify areas for improvement.
• Train staff in effective complaint handling and customer service practices.
• To report complaints data to the management.
• Recommending a comprehensive Customer Care Program to promote a service culture at the branch level.
• Hold a Bachelor’s degree from a reputable Institution, however MBA will be preferable.
• Have a minimum of 2 years’ experience of working in the banking industry.
• Skilled in customer service & complaint handling
• Thorough understanding of compliance and regulatory requirements for bank
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 42 million registered users including 16+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 100 branches and 200,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.