Job Description
Senior Operations Assistant – Service Management – Premium Customer Service
We seek an experienced Customer Request & Complaint Management professional to join our Service Management – Premium Customer Service team. The role will be responsible for managing service requests, complaints and escalations for our Affluent and High-Net-Worth (HNW) customer segment, while ensuring exceptional service recovery and a seamless premium customer experience.
Key Responsibilities
- Manage and monitor customer requests, complaints and service issues relating to Affluent and HNW customers
- Take end-to-end ownership of customer cases, from initial acknowledgement through resolution and closure
- Handle sensitive, complex and escalated complaints with professionalism, empathy, confidentiality and discretion
- Ensure customer requests and complaints are resolved within defined service standards and SLAs
- Coordinate closely with Relationship Managers, Contact Centre, Operations, Branches, CRM and other relevant stakeholders to ensure timely resolution
- Provide regular and proactive updates to customers and relevant stakeholders throughout the resolution process
- Identify recurring complaints, service gaps and root causes, and recommend appropriate corrective actions
- Provide actionable insights and recommendations to enhance the overall premium customer journey and service experience
Requirements & Experience
- 2-4 years' experience in Customer Service, Contact Centre, Service Management or Control Management
- Previous experience handling Affluent, HNW, Premium, Private Banking or relationship-management customers will be highly advantageous
- Proven experience in managing complex customer requests, complaints, escalations and service recovery
- Experience in financial services, banking, wealth management or premium customer service will be an added advantage
- Strong stakeholder management, follow-up, coordination and case-management skills
- Excellent communication, negotiation and conflict-resolution abilities
- Strong analytical and problem-solving skills, with the ability to identify service gaps and recurring customer issues
- High level of confidentiality, maturity, empathy and professional judgment
- Strong ownership mindset with the ability to drive customer cases through to final resolution
Rewards and remuneration commensurate with qualifications, competencies, and abilities, along with a well-defined career path for those with ambition, motivation, and a willingness to perform.
Please e-mail your CV together with contact details of two non-related referees indicating the position applied for in the 'Subject' line of the e-mail to careers@cdb.lk
careers@cdb.lk
Citizens Development Business Finance PLC
HOTLINE 0117 388 388
www.cdb.lk