Senior Officer, Complaints Management

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Senior Officer, Complaints Management to handle customer service issues and complaints in Abu Dhabi, United Arab Emirates. This role involves resolving problems, ensuring policy adherence, and achieving customer satisfaction targets.

Company Overview

First Abu Dhabi Bank (FAB) is a leading bank in the UAE, providing a wide range of financial services. FAB is committed to excellence in customer service and maintaining high standards of compliance and ethical conduct.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelor’s Degree
• Experience: Mid-Senior level

Key Responsibilities

• Handle customer service issues and complaints related to FAB products and services.
• Resolve product or service problems by identifying the cause and providing the best solution.
• Maintain customer records by updating customer history with service requests and complaints.
• Achieve set targets in terms of service standards and customer satisfaction scores.
• Contribute to process improvement by capturing customer feedback and recommending new products.
• Ensure compliance with the Bank’s policies and local laws regarding money laundering prevention.

Requirements

• Experience in handling customer complaints and resolving service issues.
• Knowledge of banking products and services.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in planned/scheduled shifts and on-call shifts as required.
• Understanding of regulatory requirements related to anti-money laundering.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a leading bank in the UAE.
• Professional development and growth opportunities.
• Supportive and collaborative work environment.
• Exposure to a wide range of banking products and services.
• Contribution to enhancing customer satisfaction and loyalty.