✨ AI Summary
The Customer Complaints Officer is responsible for receiving, analyzing, and routing customer complaints, including those from regulatory authorities. This role involves directly handling complaints, documenting them, ensuring timely resolution, and verifying compliance with internal policies. The officer will classify complaints, identify root causes, recommend corrective actions, and coordinate with departments for issue resolution. Key responsibilities include preparing periodic reports on complaints, participating in Business Continuity Plans, and maintaining strong relationships with customers, departments, and regulatory bodies through excellent communication, follow-up, coordination, and problem-solving skills.
Candidates must possess a Bachelor's degree in business administration or a related field and have at least 3 years of experience in various banking operations. Proficiency in computer use and relevant systems, along with a strong understanding of the bank's products and services, is required. Essential soft skills include good interpersonal skills, sound judgment, neutrality, independent thinking, persuasion, planning, organizational abilities, and the capacity to handle conflicting information and work under pressure. Fluency in English is mandatory.
Requirements
Bachelor’s degree in business administration or a related field. Minimum of 3 years’ experience in various banking operations. Good command of English. Knowledge of internal and external policies and procedures and their updates. Basic understanding of the banking market and its different sectors. Proficiency in computer use and relevant systems. Strong knowledge of the bank’s products and services. Professional appearance and good interpersonal skills. Sound judgment, neutrality, and independent thinking. Strong persuasion and interpersonal skills. Planning and organizational abilities. Ability to handle situations arising from conflicting internal information. Excellent communication skills to build and maintain strong relationships with customers, bank departments, and regulatory/supervisory bodies. Strong follow-up, coordination, and problem-solving skills. Teamwork capability. Ability to work under pressure.
Description
Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities. Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines. Ensure responses to complaints comply with internal policies and procedures. Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence. Coordinate with concerned departments to resolve issues and improve customer satisfaction. Ensure proper closure of complaints and customer notification through the CX system. Prepare periodic reports on complaints, trends, and key issues. Participate in Business Continuity Plans and emergency response teams as required.