Complaint Management Administrator Full Time

JOB PURPOSE

ENBD Complaint Management Unit (CMU) enhances customer experience by managing complaints from various channels, including centralized complaints, customer care, and branch services. It ensures effective service recovery and addresses root causes to improve customer satisfaction. Additionally, it defines and delivers service excellence strategic goals to enhance overall customer experience at Emirates NBD.

As a Complaint Management Administrator, you will manage complaints and inquiries from channels overseen by the Complaint Management Unit, initiate service recovery, and coordinate with departments for faster resolution of escalated service requests while providing feedback.

RESPONSIBILITIES

• Record complaints, provide reference numbers to customers, investigate and coordinate with relevant departments for resolution, and communicate outcomes to customers. Share critical cases with management and suggest solutions to prevent future complaints.
• Actively manage customer enquiries by logging them with relevant details, following up for resolution, and keeping the customer informed. Escalate critical cases and propose solutions to improve process.
• Thoroughly assess each valid complaint to determine rightful compensation using our established guidelines and communicate the method directly to the customer.
• Provide consultancy to branches for successful SR closure and coordinate with relevant departments to address and resolve any identified process gaps.
• Investigate and follow-up with departments to resolve customer complaints, ensure proper communication, and share critical cases with management to suggest solutions and prevent future issues.
• Ensure proper implementation of audit and compliance guidelines.

REQUIREMENTS

• Education
  – High School / Graduate
• Experiences
  – Up to 5 years of experience (preferably Branch Banking and Call Center).
  – Good customer service delivery exposure
• Knowledge & Skills
  – Fluency in English, while knowledge of regional languages is an advantage.
  – Excellent oral & written communication skills.
  – Knowledge of systems (CRM, Finacle, FinnOne, etc), policies and processes.
  – Good team and relationship building capabilities.

WHAT WE OFFER YOU:

• Competitive salary package
• Market-leading incentives
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development
• Preferential banking facilities for employees