Specialist - Complaints Management

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 :

What’s In It For You :

Skills