Officer, Customer Complaints ( UAE National )
Core
Manage assigned customer complaints from receipt to closure by conducting investigations, coordinating with stakeholders, and providing compliant resolutions for a major UAE bank.
Role type
Customer Complaints Officer (via careerplan.io/jobs/14-007-31-377-officer-customer-complaints-uae-national-at-cbd)
Builds
Customer service recovery and regulatory compliance outcomes
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
complaint investigation, stakeholder coordination, root cause analysis, regulatory compliance, case management, written communication
Preferred skills
experience in complaint investigation, customer communication, case management
Technologies
complaint management system
Responsibilities
Acknowledge complaints and provide reference numbers and expected resolution timeframes; Investigate complaints by reviewing records and gathering supporting information; Escalate delays, risks, complex matters, or potential service-level breaches; Prepare clear, accurate, and customer-focused written responses; Maintain complete and accurate complaint records in the management system; Complete root cause analysis and recommend corrective actions; Coordinate with Relationship Managers and other stakeholders for entity complaints; Ensure compliance with regulatory requirements and bank policies; Share complaint trends and improvement opportunities with the Team Leader.
Seniority
Mid-level, hands-on IC