Senior Client Engagement Specialist, Complaints (UAE National)

Job description / Role

About CBD

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose

The job holder is the one point contact for all customer complaints both retail and entity and is responsible for the investigation, resolution, learning, better practices, and process changes to ensure non-recurrence of the complaint. The job holder is also the single point of contact for all complaining customers hence responsible for excellence in client engagement through positive service recovery of all customer complaints. The complaints specialist will be the deputy lead of the complaints team working closely with the senior manager on high priority / CEO complaints and identifying improvement initiatives to reduce and remove recurring complaints, collaborating closely with the service excellence team and also the impacted business unit.

Principal Accountabilities

Stakeholder Management

• Taking end to end ownership for high priority complaints from priority customers or through ExCo members.
• Ensuring senior stakeholders are kept informed on the resolution status of high-priority complaints.
• Coordinating the complaints forum with business units to ensure collaboration on key improvement initiatives.

Strategic Improvement

• Identifying, shaping, and driving process changes in close collaboration with business and IT to reduce or remove reoccurrence of complaints.
• Proactively anticipating instances where customer complaints can be expected and influencing internal stakeholders in addressing required changes to minimize customer complaints.

Complaints Function Management

• Managing complaints team capacity on occasion as required by the senior manager complaint.
• Motivating and managing the complaints team members.
• Overseeing complaint management to ensure that complaints are closed properly in the interest of the customer and identifying and following up improvement initiatives that may be required.
• Reporting on complaints management information and presenting this information to business units as required.

High-Priority Complaint Handling

• Establishing 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.
• Ensuring that complaints received are handled in a professional and diplomatic manner by operating within the guidelines of the bank.
• Verifying all complaints by detailed investigation, follow up, escalation, and liaison for resolution.
• Drafting letters/email responses for complaints.
• Obtaining information for root cause analysis by probing and analyzing information.
• Identifying gaps in processes/policies and undertaking initiatives to bridge the same.
• Initiating continuous learning to ensure product knowledge is fully updated for consumer/entity products/services.
• Initiating forums/meetings, process changes, better practices, and learning from complaints to reduce the incidence of error after identifying gaps in processes/policies.
• Liaising with the respective WBG and business banking teams for all entity complaints to ensure the appropriate corrective/preventive action is implemented and the relationship manager obtains service recovery.
• Reviewing all allocated complaints logged on the system and updating 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.
• Handling backup functions for complaints handling and assisting colleagues in fulfillment of daily tasks as assigned.

Requirements

Education and Experience

• University degree or equivalent.
• 5-6 years' experience in financial services industry and knowledge of banking product, process, and procedure 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.