Job Description

JPC-4721
Position: Complaints Handler LFI
Location Abu Dhabi
Position Type:
Qualification: Bachelors Degree
Total Experience: 5+ years
Language Proficiency: Bilingual
Job Responsibilities:
Core Responsibilities Review consumer and small business complaints that have not been resolved by the Licensed Financial Institutions. Identify major issues and explore where additional information from complainants, Licensed Financial Institutions and third parties is required. Support with resolving financial complaints fairly and efficiently using casework review and evaluation skills. Understand the complaints registered by the consumers and support the team to devise a potential solution to the consumer complaint. Assess the complaints and register the eligible complaints on the complaints management system. Leverage the understanding of Licensed Financial Institutions' products, operations and systems in resolution of complaints. Interpret the relevant CBUAE laws and regulations to be able to better resolve consumer complaints. Manage the development and implementation of effective avenues such as online complaints management systems and a call-center for consumers to seek redressal to issues and concerns. Identify improvement opportunities in the complaints resolution processes and escalate issues through relevant channels when appropriate. Self-Management Responsibilities 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 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 2 QUALIFICATIONS AND EXPERIENCE Threshold Qualifications Bachelor's degree in Banking/Insurance/Finance or any other related discipline. Proficient in the Arabic Language. Proficiency of the English language would also be ideal. Years & Nature of Experience 2 - 4 years of experience with at least 2 years of experience in a similar role Working experience in the UAE, with appropriate familiarity with the UAE market and regulations Experience with Licensed Financial Institutions and handling of complaints would be preferred.

Skills Required