[DISTRICT 7] CASE RESOLUTION SPECIALIST

• Receive, Investigate and handle complain through assigned channels, ensuring timely and accurate resolution.

• Proactively coordinate  with Branches and relevant Head Office departments to identify root causes and provide approriate solution to customer.

• Follow up on pending cases and ensure complains are resolved within the defined SLA.

• Communicate professionally and empathetically with customers to understand their concerns and ensure timely feedback.

• Promptly escalate complex complain to the higher level for further investigate and resolution.

• Track and report complaint trends, recurring issues, customer feedback to improve banking service quality and the customer experience.

• Ensure all complaint handling process complies with the Bank's policies, procedures, and operational standards.

• Perform other tasks as assigned by the Line Manager and within HCC scope of work.