Location: Yerevan, Armenia
Category: Information Technology
Type: Full Time
Deadline: 04-Oct-18 12:00:00 AM
Salary: Competitive
Description
JOB DESCRIPTION: Ameriabank's CRM Unit is seeking an experienced senior professional in service quality and claims/complaints management for overall coordination of claim / complaint investigation and handling processes, coordination and preparation of monthly and annual reports and elaboration of projects and actions aimed at overall enhancement of service quality at the Bank's Branches and Agent companies.
DEPARTMENT: Development Department / Client Relationship Management (CRM) Unit
JOB TITLE: Service Quality and Claims Senior Coordinator
EMPLOYMENT DETAILS
• Full time position, open-ended employment contract; start date: ASAP
• Highly competitive package of benefits
• Career growth and development opportunities
Responsibilities
-Claim and Complaint Handling:
-Full coordination of claim / complaint handling process, including but not limited to: entering data and update of customer queries & complaints in CRM application, coordination of claims assignments within the Unit, coordination of complaint investigation within the Bank's departments, discussion of possible solutions, preparation and review of complaint reply letters and follow-up with the Clients, initiation of internal process improvements, where applicable, aimed at prevention of similar complaints in the future
-Preparation of detailed monthly and annual reports claim, complaint and appreciation reports, including statistical and analytical data, diagrams, proposed solutions, initiated internal process improvements, risks, etc.
-Service Quality Enhancement projects and works:
-Participate in and/or lead efforts to develop and execute unique and sustainable service quality training and testing programs
-Assist in developing methodologies, training materials, case studies, FAQ's as well as testing materials, schedule and conduct the training programs, post-training evaluation, testing
-Assist in organization of internal and external service quality trainings, provide materials and data (such as complaint case studies, etc.) necessary to enhance the efficiency of such trainings
-Methodological and Regulatory support :
-In cooperation with the Legal Department of the Bank, constant update of the Bank's Claims and Complaints Handling procedure in accordance with the Regulations of the Central Bank of Armenia and other applicable legislation of RA
-Timely update of all internal acts and procedures, including Claim / Complaint / appreciation forms, complaint handling procedures, Central Bank's methodological guides, etc. related to service quality and claims / complaints investigation
-Timely publication / placement of all updated materials at the Bank's website, Branches & Agency company locations
RequiredQualifications
-University degree in management
-At list 3 years of relevant working experience in a consulting firm, financial institution or business leadership training company
-Proficisency in MS Office
-Excellent knowledge of Armenian, Russian and English
-Strong knowledge of business ethics, etiquette and client service specifics
-Ability to multi-task
-Courteous manners and commitment to work; strong sense of responsibility
Benefits
Job URL: iJob.am - Service Quality and Claims Senior Coordinator @ Ameriabank CJSC
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