Job Description
The job holder will be part of CBD's Complaints Handling team to ensure that all complaints received from the Bank’s clientele are investigated with gravity and ownership is established. The profile should adhere to & maintain the Bank’s policies and procedures.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Acknowledge receipt of customer complaints and providing them with a timeframe for resolution (Medium: SMS/Telephone/Email/Fax/Written/Verbal).
Ensure that complaints received are handled in a professional manner with adherence to the documented complaints handling process.
Investigate and resolve all complaints in language of proficiency.
Draft letters/email responses for complaints
Work closely with Branch personnel and HO Departments to manage the resolution of customer complaints within the specified TAT and obtain service recovery.Follow ups/escalation of complaints in case of delayed responses from units.
Liaise with the respective Relationship Manager for all Business Banking complaints to ensure the appropriate corrective/preventive action is implemented and the Relationship Manager obtains service recovery
Review all allocated complaints on CRM and update frequently to ensure effective tracking of complaints until resolution.
Continuous learning to ensure product knowledge is fully updated for Consumer/Business Banking products/services.
Identify gaps in processes/policies and undertake initiatives to bridge the same.
Internal audit and review of all closed complaints to ensure the data input and the integrity of the CRM complaint module System is fully maintained.
Handle backup functions for complaints handling and assist colleagues in fulfilment of daily tasks as and when required.
Job Requirements
University degree or equivalent
2–3 years’ experience in financial service industry and knowledge of banking product, process and procedure from a front end perspective.
Planning and organizing skills
Team player
Fluency of spoken & written, English/Arabic
Job Details
Company/Organization: Commercial Bank of Dubai - CBD
Employment Type: Full-time
Job Functions: Branch Sales & Service
Job Location: Dubai, United Arab Emirates
Application Deadline: N/A
