Description
At RAKBANK , we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.
About the role :
We’re looking for a Specialist, Complaints Management to take customer satisfaction to the next level. You’ll handle complex concerns from high-value clients, resolving them with professionalism, empathy, and efficiency to ensure a seamless experience. This role will be reporting to Associate Vice President - Complaints Management with a dynamic team of 10 Senior officer and Officers.
What You’ll Be Doing :
- Handle and resolve complaints from Emirati and elite clients through various channels (phone, email, in-person) in a timely and effective manner.
- Act as the primary point of contact for high-value clients, ensuring their concerns are addressed with the highest level of service.
- Investigate and analyze complaints to identify root causes and implement corrective actions.
- Maintain accurate records of complaints and resolutions, ensuring compliance with company policies and regulatory requirements.
- Provide feedback to relevant departments on recurring issues and suggest improvements to enhance customer satisfaction.
- Prepare regular reports on complaint trends and resolution effectiveness for senior management.
- Assist in training staff on best practices for handling complaints and improving customer service.
- Functions within the framework and boundaries of the Banks policies as well as the overall organization and governance frameworks.
- Authorized to take decisions as per the approved authorization matrix.
- Collaborate with colleagues from various departments to resolve customer issues effectively. They should be able to work well in a team environment and communicate effectively with others.
What We’re Looking For :
Education : A high school diploma (UAE Nationals) or Bachelors in any business streamExperience : Previous experience in customer service or call centre roles preferred.Industry Exposure : Familiarity with banking products and services is a plus.What’s In It For You :
Competitive, performance-linked compensationMedical coverage for you and your familyComprehensive life insuranceInclusive and diverse workplace cultureCareer development and fast-track growth opportunitiesMentorship from industry expertsSkills
Inter-personal and effective communication skills. Ensure that positive working relationships are maintained both internally and externally.The ability to deal with sensitive issues in a considerate and professional manner.A capability to identify and address systemic and procedural issues.Listening skills & Peoples person who is calm and has a good attitude.Work as a member of a team and assist other team members or other teams as directed to ensure that the work is kept up to date.Initiative and drive to achieve turnaround times in solving issues by constant follow up with units and customers.Knowledge of Banks policies and procedures and its impact on the customersHelping to get to the root of the problem.