Senior Officer, Complaints Management (Emiratised Role)

JOB PURPOSE:

To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory resolution.

To ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

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.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Contributes to team effort by accomplishing related results as needed.

• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.

• Ensure self-punctuality and discipline to the center

FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY:

• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.

• Authorized to take decisions as per the approved authorization matrix.

• Qualification & Experience:

Minimum Qualifications:

• High School / Diploma in any discipline Minimum Experience:

• 1 – 2 years’ experience in Customer Service / Complaints Handling environment.

Knowledge, Skills, and Attributes:

• - Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.

• - Excellent communication skill in English &/or Arabic.