Karachi: President National Bank of Pakistan has launched a centralized complaint management unit to further enhance customer services and to create a robust and responsive complaint management system utilizing best practices for effective and timely handling of the customer complaints. Through this system all the complaints are centralized and pushed for early resolution through the concerned departments.
NBP has developed a full fledge Complaint Management Wing/Division to centralize the process of complaint handling from registration of the complaint to its closure. Every complaint received at NBP (through any channel) including Call Center or website is entered/recorded in the Complaint Management System (CRM); an acknowledgement is then sent to the complainant via SMS on his/her mobile number automatically. The interim reply and subsequent closure is also advised through system generated SMS.
Complaint Management Wing will be the first point of contact of all complainants where the complaints will be logged and then subsequently routed to the concerned Region Offices and relevant Groups/Division electronically for rectification.
The Complaint Management Wing was inaugurated by Mr. Syed Iqbal Ashraf, President & CEO NBP. Mr. Nausherwan Adil, SEVP/Group Chief – Operations Group, Mr. Mohsin Furqan, EVP/Divisional Head – Operations Group and Mr. Syed Khurram Hussain, SVP/Wing Head CMW – Operations Group also attended the opening ceremony. While launching the Complaint Management Wing, President NBP highlighted the importance of putting the customers first and to ensure that all complaints are dealt with efficiently and expeditiously.