Specialist, Client Care Unit (UAE National)

Job Summary

Key Responsibilities

• Efficiently manage and execute service operations that support customer requests initiated by front-end teams, ensuring seamless client experiences.
• Conduct customer feedback surveys and maintain accurate Management Information Systems (MIS) records for continuous monitoring and reporting.
• Document and categorise the spectrum of errors, issues, and complaints handled to facilitate pattern recognition and resolution tracking.
• Ensure all complaints are resolved within established turnaround times, maintaining transparency and accountability throughout the process.
• Collaborate actively with team members and cross-functional units to align complaint resolution efforts with organisational goals.
• Identify and articulate customer issues clearly, proposing effective solutions tailored to individual circumstances.
• Perform detailed root cause analysis to uncover systemic issues and recommend sustainable process improvements.
• Investigate complex customer complaints thoroughly, escalating when necessary, and coordinating with relevant stakeholders to reach timely resolutions.
• Communicate complaint outcomes clearly, empathetically, and professionally, ensuring customers feel heard and valued.
• Provide recommendations for service enhancements based on recurring concerns and customer insights to strengthen overall satisfaction.
• Maintain rigorous quality standards to support a culture of excellence in customer service and complaint management.

Skills and Experience

• Exceptional analytical skills with the ability to scrutinise complaint details and extract key information to inform effective resolution strategies.
• Excellent verbal and written communication skills to engage confidently with customers and internal teams, ensuring clarity and professionalism at all stages.
• In-depth knowledge of banking products and services, combined with a keen eagerness to stay updated with new offerings and regulations.
• Proven ability to manage sensitive and high-risk complaints with discretion and sound judgement.
• A robust customer-centric approach, demonstrating empathy and commitment to delivering superior service experiences.
• Strong attention to detail to ensure accurate logging, tracking, and reporting of complaints and their resolutions.
• Competence in complaint management systems and tools, facilitating efficient case handling and documentation.
• Creative and solution-oriented problem-solving skills to address challenges and improve complaint handling processes.

Ideal Candidate

About Standard Chartered

What we offer

• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Apply now

Requirements

• Exceptional analytical skills with the ability to scrutinise complaint details and extract key information to inform effective resolution strategies.
• Excellent verbal and written communication skills to engage confidently with customers and internal teams, ensuring clarity and professionalism at all stages.
• In-depth knowledge of banking products and services, combined with a keen eagerness to stay updated with new offerings and regulations.
• Proven ability to manage sensitive and high-risk complaints with discretion and sound judgement.
• A robust customer-centric approach, demonstrating empathy and commitment to delivering superior service experiences.
• Strong attention to detail to ensure accurate logging, tracking, and reporting of complaints and their resolutions.
• Competence in complaint management systems and tools, facilitating efficient case handling and documentation.
• Creative and solution-oriented problem-solving skills to address challenges and improve complaint handling processes.