Description

DFCU Bank is hiring a Service Management Officer responsible for promoting efficient service delivery by monitoring service level agreements for all units within the Bank and acting as the first point of contact for all complaints/queries raised.

Reporting to the Manager- Customer Experience

KEY ACCOUNTABILITIES:

• Provides the single point of contact for handling requests, queries, through taking calls, and assigning requests logged in the complaint/queries management system.
• Log and track the resolution of operations related queries in accordance with the SLAs.
• Check to confirm that causes of service problems addressed to the operations team have been identified and corrective action taken to prevent or detect recurrence.
• Identify and escalate situations requiring urgent attention.
• Escalate complaints/queries or incidents that are not resolved within the agreed SLAs.
• Provide responses to business units on the status of complaints.
• Run reports and analyze helpdesk data as requested.
• Following up with business units to confirm full resolution of issues.
• Monitor incidents to detect any that may re-occur.
• Conduct service awareness trainings for all units.
• Track complaints to confirm that the department complies with consumer protection guidelines.

KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED:

• Bachelor’s Degree.
• Knowledge of complaint tracking applications.
• Knowledge and experience of customer service practices.
• Three (3) years’ experience in a service environment.
• Ability to work with multiple teams with diverse skills.
• Strong communication.
• Analytical skills.
• Problem solving skills.
• Customer service oriented.

• Provides the single point of contact for handling requests, queries, through taking calls, and assigning requests logged in the complaint/queries management system.
• Log and track the resolution of operations related queries in accordance with the SLAs.
• Check to confirm that causes of service problems addressed to the operations team have been identified and corrective action taken to prevent or detect recurrence.
• Identify and escalate situations requiring urgent attention.
• Escalate complaints/queries or incidents that are not resolved within the agreed SLAs.
• Provide responses to business units on the status of complaints.
• Run reports and analyze helpdesk data as requested.
• Following up with business units to confirm full resolution of issues.
• Monitor incidents to detect any that may re-occur.
• Conduct service awareness trainings for all units.
• Track complaints to confirm that the department complies with consumer protection guidelines.

• Knowledge of complaint tracking applications.
• Knowledge and experience of customer service practices.
• Ability to work with multiple teams with diverse skills.
• Strong communication.
• Analytical skills.
• Problem solving skills.
• Customer service oriented.

• Bachelor’s Degree.
• Three (3) years’ experience in a service environment.