Key Responsibilities Core Responsibilities xe2x96xaa Review consumer and small business complaints that have not been resolved by the Licensed Financial Institutions. xe2x96xaa Identify major issues and explore where additional information from complainants, Licensed Financial Institutions and third parties is required. xe2x96xaa Support with resolving financial complaints fairly and efficiently using casework review and evaluation skills. xe2x96xaa Understand the complaints registered by the consumers and support the team to devise a potential solution to the consumer complaint. xe2x96xaa Assess the complaints and register the eligible complaints on the complaints management system xe2x96xaa Monitor customer complaints and inquiries on social media platforms like Facebook, Twitter, Instagram and LinkedIn. xe2x96xaa Respond to complaints in a professional and timely manner, ensuring customer concerns are addressed effectively. xe2x96xaa Escalate unresolved issues to relevant teams and follow up to ensure resolution. xe2x96xaa Identify recurring issues and suggest process improvements to prevent them in the future. xe2x96xaa Actively engage with customers on social media, representing the brands voice and values. xe2x96xaa Flag and address inappropriate or harmful content as necessary. xe2x96xaa Provide clear, concise, and accurate responses tailored to each platform and audience. xe2x96xaa Monitor brand mentions to protect the companys reputation. 2 QUALIFICATIONS AND EXPERIENCE Threshold Qualifications xe2x96xaa Bachelors degree in Banking/Insurance/Finance or any other related discipline. xe2x96xaa Proficient in the Arabic Language. Proficiency of the English language would also be ideal. Years & Nature of Experience xe2x96xaa 2 - 4 years of experience with at least 2 years of experience in a similar role xe2x96xaa Working experience in the UAE, with appropriate familiarity with the UAE market and regulations xe2x96xaa Experience with insurance companies and handling of complaints would be preferred KEY INTERACTIONS Internal External xe2x96xaa All departments in relation to the activities of consumer complaints xe2x96xaa Government and Local Authorities xe2x96xaa Licensed Financial Institutions xe2x96xaa Insurance companies xe2x96xaa Address negative feedback or misinformation in a proactive and professional manner, escalating issues when needed. xe2x96xaa Work closely with Marketing, Customer Service, and other teams to resolve issues effectively. xe2x96xaa Share customer feedback to help improve processes, service quality, and social media strategies. xe2x96xaa Track and analyse social media metrics, identifying trends and insights. xe2x96xaa Provide regular reports and recommendations to enhance service delivery and customer satisfaction. xe2x96xaa Follow all content moderation guidelines and company policies. xe2x96xaa Identify improvement opportunities in the complaints resolution processes and escalate issues through relevant channels when appropriate. xe2x96xaa Leverage the understanding of Licensed Financial Institutions products, operations and systems in resolution of complaints. xe2x96xaa xe2x96xaa Ensure consistent and professional communication across all interactions. Self-Management Responsibilities xe2x96xaa Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year. xe2x96xaa Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended. xe2x96xaa Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role. xe2x96xaa Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.