Senior Officer, Complaints Management (Emiratised Role)

Job Purpose

Specific Job Accountability

• Handle customer service issues, complaints/grievances with respect to product, service, billing of FAB and any other category
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure adherence of policies and procedures
• Maintains customer records by updating customer history through service requests/complaints and Notes.
• To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.
• Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations
• Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.
• Ensure self-punctuality and discipline to the center

Frameworks, Boundaries, & Decision-making Authority

• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

Minimum Qualifications

• High School / Diploma in any discipline Minimum Experience:
• 1 – 2 years’ experience in Customer Service / Complaints Handling environment.

Knowledge, Skills, And Attributes

• - Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.
• - Excellent communication skill in English &/or Arabic.