Job Openings
Consumer Complaint
About the job Consumer Complaint
- To coordinate in the receipt, process and disposal of complaints in accordance with institution's policies and procedures
- To monitor and supervise the performance of the Customer Complaint Management Framework
- To ensure compliance with Prakas on Resolution of Consumer Complaints and all required reporting requirements to the National Bank of Cambodia
- To ensure timely submission of regular reporting related to complaints to Senior Management and the Board of Directors
- Act as a touch point for NBC and other Statutory/Regulatory bodies on customer’s complaints/ appeals / requests etc.
- Attend to "priority" complaints, assess the issue and collaborate with relevant subject matter experts eg. Communications Department, Compliance Department and Legal Department to jointly provide advice on the matter.
- To evaluate, monitor and track the turnaround time (TAT) against Service Level Agreement (SLA) on acknowledgement, addressed and resolution of complaints for respective SPs on daily basis.
- Conduct independent audit on the status of logged complaint cases in Complaint Management Register and pursue with the relevant parties who have failed to adhere to the complaint management process, service level standards and service quality expected.
- To ensure that the complaints handling is carried out in order to maintain or increase customer satisfaction by ensuring the process operates efficiently and effectively.