Customer Experience Officer (UAEN Only)

Job Responsibility:

1. Complete ownership of complaints raised by customers through various channels. This includes providing timely resolution while maintaining customer satisfaction levels within the bank's rules and regulations in addition to maintaining necessary MIS updated and accurate.
2. Focus on providing end-to-end resolution of complaints within TAT and increase first-time resolution which in turn will reduce the number of hand-offs for complaints handled and reduce the cost of complaints handling.
3. Effective management of the complaints.
4. Ensure that customers are contacted as per the process throughout the resolution cycle considering the criticality and complexity of complaints handled.
5. Ensure proper reporting to Management on complex/critical cases.
6. Maintain strong relationships with internal & external stakeholders, as applicable, and work towards improving complaints handling processes to ensure customer satisfaction is always maintained.
7. Identify opportunities to improve complaint handling process for the channels assigned and increase customer satisfaction.
8. Utilize agreed empowerment at various levels (financial, non-financial, and systems) in order to deliver enhanced complaints handling process.
9. Produce and maintain reports in a timely and accurate manner if required.
10. Monitor CCU & Sprinkler performance and process enhancement.

Job Skills & Qualifications:

1. Bachelor Graduate.
2. 3+ years minimum experience in the banking industry or in customer-facing/complaints handling unit.

What we offer you:

1. Competitive salary package.
2. Strong emphasis on work-life balance and wellbeing across the bank.
3. World-class Learning & Development platform and career development.
4. Generous annual leave entitlement and Private Healthcare.
5. Preferential banking facilities for employees.