Job Description

JOB PURPOSE:

To provide end-to-end operational and administrative support for the Customer Experience Department by executing manual, process-driven tasks related to complaints handling, quality assurance, reporting, and documentation. The role ensures accurate data entry, system updates, monitoring, and coordination across multiple channels to maintain compliance and enhance efficiency.

KEY ACCOUNTABILITIES:

A. Complaints Handling Support

Log all customer complaints accurately into the Complaint Management System (CMS). Assign complaints to the appropriate resolver groups and follow up until resolution. Track and update the status of complaints received from all channels (branches, emails, contact centre, and Sanadak). Conduct daily checks to ensure complaint turnaround times (TATs) are within management expectations. Prepare daily and weekly complaint logs, including productivity and status reports. Escalate unresolved or recurring issues to the senior complaint officer or manager. Maintain proper filing and audit trail of all complaint-related documents.

B. Quality Assurance & Monitoring

Assist in compiling internal audit documentation and follow-up trackers. Support data collation for internal audits, RCSA, and control testing exercises.

C. Reporting & Data Management

Generate and maintain recurring reports such as EOD summaries, Top 10 complaint reports, and monthly dashboards. Consolidate data for internal and external reporting (e.g., CBUAE complaint statistics). Prepare and update Excel trackers for ongoing complaints, quality reviews, and customer satisfaction surveys. Assist in preparing MIS extracts and validation checks before submission. Maintain and archive data in compliance with internal retention policies.

D. Process Improvement Support

Identify repetitive manual processes and propose improvements or automation opportunities. Support initiatives aimed at reducing complaint volumes or improving first-time resolution. Assist in process documentation, updates to SOPs, and maintenance of control registers.

E. Coordination & Communication

o Liaise with internal teams (Branches, Operations, Contact Center, IT, and Compliance) for data validation and issue resolution. o Support communication between CX, Marketing, and Business units to align complaint-related customer communication.


Translate documents, letters, and customer communications between Arabic and English as required. Respond to internal queries and maintain coordination logs for transparency.

Requirements

Minimum Qualification & Experience

A minimum of 2 years' experience in a similar role. Outstanding written and verbal communication skills. Must be able to multitask and work well under pressure. Banking experience desirable. Knowledge of the local and MENA markets is desirable.

Areas of Competency

Excellent oral and written skills in English and Arabic is a mandate for this position. * Experience in delivering customer journeys process improvement initiatives in Banks or Financial sector.