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Officer – Customer Complaint Cell
Systems & Operations Department, Lahore
Apply By Nov 24, 2018
Job Description (total positions: 1, posted on: Oct 24, 2018)

  • Responsible for counter services in the branch with a view to achieving timely and accurate manage the receiving mechanism of the complaints based on regulatory requirements and banks complaint handling policy.
  • Have strong knowledge of CGHM (Consumer Grievance Handling Mechanism) and CAF (Conduct Assessment Framework).
  • Ensure 100% Compliance to all SBP/Internal instructions on complaint management.
  • Act as contact point for complaints coming for all channels.
  • Logging all complaints in the centralized MIS.
  • Persuade resolution and respond to the customers as per policy and procedure.
  • Handle and respond back complaints from the regulator.
  • Act as secondary contact of the person for a regulator in absence of functional head.
  • Maintain a complete hard/soft record of complaints.
  • Ensure timely reporting of complaints at all relevant channels including regulator, as per the guidelines of Complaints Handling Policy and Procedures.
  • Get data from branches regarding complaints lodged directly with them and treat according to guidelines of Complaint Handling Policy and Procedure.
  • Update Line Manager time to time about the Complaint Cell performance and seek guidance.
  • Ensure the availability of complaints related collateral in the branches i.e. complaint box, information board, complaint card etc.
  • Escalation of the issues on a timely manner in order to resolve complaints within the assigned Turnaround Time
  • Any other task assigned by the Line Manager/Functional Head.

Secondary/Additional Responsibilities

  • Complaints Analysis on Daily/Weekly/Monthly Basis
  • Any other responsibility assigned by the Line Manager


  • Reporting to the Manager – Complaint Cell


  • Lahore

About the Benefits:

  • Market Competitive Salary will be offered as per experience
  • FINCA Microfinance Bank Ltd is an Equal Opportunity Employer.

Banking/Financial Services
Client Services & Customer Support
Job Type
Full Time/Permanent ( First Shift (Day) )
No Preference
Minimum Education
Career Level
Entry Level
Required Experience
1 Year - 3 Years