Job Description

• Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities.
• Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines.
• Ensure responses to complaints comply with internal policies and procedures.
• Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence.
• Coordinate with concerned departments to resolve issues and improve customer satisfaction.
• Ensure proper closure of complaints and customer notification through the CX system.
• Prepare periodic reports on complaints, trends, and key issues.
• Participate in Business Continuity Plans and emergency response teams as required.

Requirements

• Bachelor’s degree in business administration or a related field.
• Minimum of 3 years’ experience in various banking operations.
• Good command of English.
• Knowledge of internal and external policies and procedures and their updates.
• Basic understanding of the banking market and its different sectors.
• Proficiency in computer use and relevant systems.
• Strong knowledge of the bank’s products and services.
• Professional appearance and good interpersonal skills.
• Sound judgment, neutrality, and independent thinking.
• Strong persuasion and interpersonal skills.
• Planning and organizational abilities.
• Ability to handle situations arising from conflicting internal information.
• Excellent communication skills to build and maintain strong relationships with customers, bank departments, and regulatory/supervisory bodies.
• Strong follow-up, coordination, and problem-solving skills.
• Teamwork capability.
• Ability to work under pressure.