Client Engagement Officer - Complaints - Commercial Bank of Dubai - Dubai

(

16000222

)

Description

Establishes contact with all customers upon receipt of complaints by advising them of a reference number and timeframe for resolution (Medium: SMS/Telephone/Email/Fax/Written/Verbal) within the specified period to provide customer assurance of ownership at Bank end.

Ensure that complaints received are handled in a professional and diplomatic manner by operating within the guidelines of the Bank and in line with the customer service standards established.

Verification of all complaints by detailed investigation, follow up, escalation and liaison for resolution. Obtain information for root cause analysis by further probing and analyzing information for end to end resolution.

Initiates forums/meetings, process changes, better practices and learning from complaints to reduce the incidence of error.

Safeguards the Bank’s cost effectiveness objective by process all reversals of fees and charges of cards business according to the empowerment matrix only when required.

Verifies with the respective Relationship Manager for all Business Banking complaints to ensure the appropriate corrective/preventive action is implemented and obtains service recovery.

Review all allocated complaints on CRM Feedback Module and update on daily basis to ensure effective tracking of complaints until resolution.

Participates in regular trainings to ensure product knowledge is fully updated for Consumer/Business Banking products/services.

Responsible for internal audit and reviewing all closed complaints to ensure the data input and the integrity of the CRM complaint module System is fully maintained to standards.

Qualifications

Preferably University/ Diploma graduate

Communication skills in English are required. Arabic speaking is an added advantage.

Microsoft Office skills essential.

Primary Location

:

AE-AE-Dubai

Work Locations

:

Head Office

2668

Al Ittihad Road, Port Saeed, Dubai

Dubai

Job

:

Personal Banking

Organization

:

PBG-Service Quality & Contact Center

Employee Status

:

Regular

Shift

:

Day Job

Job Posting

:

Aug 1, 2016, 6:15:49 AM