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Central Complaints Management Officer

1.00 to 3.00 Years   Dubai, United Arab Emirates   01 Feb, 2022
TASC Outsourcing
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryRecruitment & Employee Placement Agency
Functional AreaNot Mentioned

Job Description

Our client is aGovernment Entity. They are now looking for aCentral Complaints Management Officerto join them.Roles & Responsibilities:

  • To serve SPV customers by resolving product and service issues within their delegation of authority or by routing the complaint to the right fulfillment unit and following up on the resolution
  • Maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end-to-end solutions for better customer service experience
  • Candidate should have banking domain experience
  • Investigate and resolve complaints within the assigned turnaround time including complaints routed from call center, branches, social media, RMs, Online / Mobile banking, Email, CBUAE, management
  • Route complaints to the right assigned single point of contact in the fulfillment units when required
  • Constantly follow up with the fulfillment units on the resolution of the complaints
  • Ensure resolution to the right service level by double-checking the related systems / comments of fulfilment units before closing the complaint
  • Maintain customer records by updating customer history through complaints fields and comments
  • Achieve set targets in terms of service standards and customer satisfaction scores for outbound calls
  • 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
  • Contribute to team effort by accomplishing related results as needed
  • Demonstrate flexibility in adhering to planed / scheduled shifts and on-call / unplanned shifts due to the floor situation to ensure self-punctuality & discipline to the center
  • Ensure adherence of policies and procedures

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