· Logging of complaints received through various channels of the Bank
· Co-ordination with the stakeholders for investigation & resolution within Regulatory TATs
· Responding to customer Complaints, Queries and Requests
· Maintain complaints record in Complaints Management System
· Customer complaint with courtesy and accuracy.
· Participate in cross-functional meetings to resolve recurring customer issues
· Liaison with State Bank of Pakistan with regards to Complaints referred by them
· Utility Bill Complaints Reporting to RRD for onward submission to State Bank of Pakistan
· Quarterly Reporting of KRIs to Risk Management Division
· Work on Standard Operation Procedure of Complaint Handling
· Work on continuous improvement in Complaint Management System