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- Multiple ChoicePlease save your changes before editing any questions.
If the complaints is systemic/ recurring issues, customer advocacy will:
Forward to Head of Department on case to case basis for their deliberation and implementation of corrective action
Forward to respective business units for identification of improvement opportunities
Forward to respective BUCO/BUCR for their investigation
None of the above
- Multiple ChoicePlease save your changes before editing any questions.
If the complaints is Urgent and serious issues, customer advocacy will:
Forward to Head of Department on case to case basis for their deliberation and implementation of corrective action
Forward to respective business units for identification of improvement opportunities
Forward to respective BUCO/BUCR for their investigation
None of the above
- Multiple ChoicePlease save your changes before editing any questions.
If the complaints is complaints relating to breaches/non-compliance of regulations, policies and procedures, customer advocacy will:
Forward to Head of Department on case to case basis for their deliberation and implementation of corrective action
Forward to respective business units for identification of improvement opportunities
Forward to respective BUCO/BUCR for their investigation
None of the above
- Multiple ChoicePlease save your changes before editing any questions.
Based on complaint analysis, the statistics gathered by customer advocacy will be submitted to Management on:
Weekly basis
Monthly basis
Yearly basis
Quarterly basis
- Multiple ChoicePlease save your changes before editing any questions.
Based on complaint analysis, the statistics gathered by customer advocacy will be submitted to Group Risk Management on:
Weekly basis
Monthly basis
Yearly basis
Quarterly basis
- Multiple ChoicePlease save your changes before editing any questions.
Based on complaint analysis, the statistics gathered by customer advocacy will be submitted to Bank Negara Malaysia on:
Weekly basis
Monthly basis
Yearly basis
Twice yearly
- Multiple ChoicePlease save your changes before editing any questions.
Please indentify which of the following are the purpose for complaint analysis.
i. To monitor outcome of complaints (resolved in favour of customer/bank)
ii. To monitor resolution timeframes and percentage of first level resolution
iii. To analyse number of complaints received via internal and/or external
iv. To identify and monitor issues arising from complaints
i&ii
i&iii
ii&iii
all of the above
- Multiple ChoicePlease save your changes before editing any questions.
Who is your division BUCO
Lim Wee Seng
Chin Lee Yen
Janice Lee
Josephine Leong
- Multiple ChoicePlease save your changes before editing any questions.
Which of the following is not huddle's topic?
Complaint Management & Awareness
Anti-bribery and Corruption
Common Reporting Standard (CRS) / Foreign Account Tax Compliance Act (FATCA)
Clean Desk
- Multiple ChoicePlease save your changes before editing any questions.
What is our CIR target for FY2019?
<43%
<39%
<28%
<48%