Customer Protection Officer - Compliance

Job Purpose:

The Customer Rights Protection officer protects customers’ rights, enhances their experience, and ensures compliance with relevant laws, regulations, and internal policies within the banking sector in Egypt.

Duties & Responsibilities:

1-Complaint management

• Receive, investigate, and resolve customer complaints in a timely and fair manner.
• Apply root cause analysis to identify recurring issues and recommend corrective actions.
• Coordinate with internal departments to resolve customer issues and prevent recurrence.
• Monitor service quality and customer experience indicators.
• Prepare periodic reports on complaints trends, root causes, and implemented actions.
• Escalate unresolved or high-risk cases according to the escalation matrix.
• Ensure customers are informed of their rights, resolutions, and outcomes clearly and transparently.
• Support audits and regulatory reviews related to customer protection.
• Contribute to process improvement initiatives to enhance customer satisfaction.

2-Compliance and regulations

• Ensure Compliance with internal policies, regulatory requirements, and consumer protection laws.

Qualifications:

• Bachelor’s degree in finance/ law/ economics/Statistics/Accounting/Commerce or equivalent.
• 1-3 years of experience in Compliance, Customer Protection , Complaints handling, Quality Assurance, Operations, IT, MIS, or relevant experiences
• Strong knowledge of Egyptian banking regulations and the CBE’s customer protection frameworks.
• Problem-solving and conflict-resolution abilities.
• Attention to detail and ability to handle sensitive cases professionally.
• Excellent written and spoken Arabic and English language.
• Ability to analyze data and identify trends.
• Strong presentation skills.
• Proficiency in MS Office and reporting tools.