Client Engagement Officer, Complaints
| Company Name: | Commercial Bank of Dubai |
| Employment Type: | Full Time |
| Location: | Dubai |
| Experience: | 2-3 years |
| Degree: | Bachelor |
| Gender: | Any |
| Age: | Any |
| Nationality: | Any |
| Salary: | Unspecified |
| No. Of Vacancies: | 1 |
| Job Description: |
| 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, 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. Principal Accountabilities: Establishes 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. Ensure that complaints received are handled in a professional and diplomatic manner by operating within the guidelines of the Bank Verifies all complaints by detailed investigation, follow up, escalation and liaison for resolution. Draft letters/email responses for complaints Obtains information for root cause analysis by probing and analyzing information Identify gaps in processes/policies and undertake initiatives to bridge the same. Initiate continuous learning to ensure product knowledge is fully updated for Consumer/Entity products/services. Initiates forums/meetings, process changes, better practices and learning from complaints to reduce the incidence of error after identifying gaps in processes/policies Liaise 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 Review all allocated complaints logged on the system and update frequently to ensure effective tracking of complaints until resolution. Responsible to review all complaints to ensure the data input and the integrity of the complaint module System is fully maintained. Handle backup functions for complaints handling and assist colleagues in fulfilment of daily tasks as assigned REQUIREMENTS Education and Experience University degree or equivalent 2–3 years’ experience in Contact Centre / financial service industry and knowledge of banking product, process and procedure from a front end perspective. |
