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Senior Officer, Complaints Management (Emiratised Role - AlAin)
Specific Job Accountability
- Handle customer service issues, complaints/grievances with respect to product, service, billing of FAB and any other category
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Ensure adherence of policies and procedures
- Maintains customer records by updating customer history through service requests/complaints and Notes.
- To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.
- Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations
- 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.
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