Complaint Management Administrator

Job description / Role

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

In line with the UAE Government's strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAE national talent to join our ENBD family.

Job Overview

As a Complaint Management Administrator you are responsible for receiving, investigating, and handling customer complaints to provide timely and suitable solutions. This role involves managing inquiries, coordinating with various departments to resolve escalated issues, and ensuring compliance with regulatory and audit requirements. The administrator will also handle compensation processes for justified complaints and maintain accurate records of all complaints and inquiries.

Key Responsibilities

• Receive, investigate, and handle complaints
• Receive, record, and investigate inquiries
• Initiate and ensure appropriate compensation to ensure timely disbursement
• Coordinate and provide feedback to departments
• Ensure compliance and audit measures

Skills and Experience

• Bachelor's degree in business, finance, or related field
• Minimum of 5 years of experience in complaints management or a related field
• In-depth knowledge of complaints handling processes, regulatory requirements, and customer service principles
• Proficiency in using complaints management software and CRM systems
• Ability to manage multiple tasks and prioritize effectively

There's never been a better time to join Emirates NBD.

We're one of the region's most recognisable brands. We're banking innovation leaders. We're growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.