Tony George

Retail Complaints AnalystFull Time

• Job Details:• Perform an Analytical Daily Report of the ATMs' Surplus that has been recorded from the branches according to each region and show the remaining records that have not yet been settled. • Create Analytical Reports for each month to measure the number of working days each complaint took and send them to the high management. • Conducting an Analytical Quarterly Report of all the cases created and categorizing them to allocate our resources to end complaints in a balanced manner. • I modified Excel Templates for settling customers’ complaints to be automated to reduce consumed time by 90%. • Export All Pending Cases from CRM System and Assign them to team members according to the Agreed Agenda. •Receive complaints from Internal Parties like (The Customer Protection Unit, Lawsuits and Investigations Sector). • Receive complaints from External Parties like (The Central Bank of Egypt, IDBE Bank, El Baraka Bank … etc.). • Contacting Tellers who are responsible for ATMs Custody to make the Inventory Report. • Analyzing customers’ complaints related to withdrawal or deposit transactions. • Investigate any Deficits related to ATMs Accounts and settle them. • Handling Escalations Complaints.