Complaints Officer (UAE National)

Job description / Role

Job Purpose:

The job holder is the one point of contact for all customer complaints, both retail and entity. They are responsible for the investigation, resolution, learning, and initiating better practices and process changes to ensure non-recurrence of the complaint. The job holder is the single point of contact for all complaining customers, hence responsible for excellence in client engagement through positive service recovery of all customer complaints.

Principal Accountabilities:
• Establishes contact with customers upon receipt of complaints by advising them of a reference number and timeframe for resolution (Medium: SMS, Telephony, Email, Fax, Written, Verbal) within the specified period.
• Operates within the guidelines of the bank and defends the reputation of the bank while handling complaining customers.
• Verifies all complaints by detailed investigation, follow-up, escalation, and liaison for resolution.
• Drafts letters and email responses for complaints.
• Responsible for root cause analysis by probing and analyzing information received through investigation.
• Identifies gaps in processes and policies and undertakes initiatives to bridge the same.
• Initiates continuous learning to ensure product knowledge is fully updated for consumer and entity products and services.
• Initiates forums, meetings, process changes, better practices, and learning from complaints to reduce the incidence of error after identifying gaps in processes and policies.
• Liaises with the respective WBG and business banking teams for all entity complaints to ensure the appropriate corrective and preventive action is implemented and the relationship manager obtains service recovery.
• Reviews all allocated complaints logged on the system and updates frequently to ensure effective tracking of complaints until resolution.
• Responsible for reviewing all complaints to ensure the data input and the integrity of the complaint module system is fully maintained.
• Handles backup functions for complaints handling and assists colleagues in the fulfillment of daily tasks as assigned.

• University degree or equivalent.
• 2-3 years of experience in the financial service industry and knowledge of banking products, processes, and procedures from a front-end perspective.

About the Company

In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai. We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.

By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.

Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.