Talent.com
عرض العمل هذا غير متوفر في بلدك.
Specialist - Complaints Management

Specialist - Complaints Management

RAKBANKUAE
17 منذ أيام
الوصف الوظيفي

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 stream
  • Experience :  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 compensation
  • Medical coverage for you and your family
  • Comprehensive life insurance
  • Inclusive and diverse workplace culture
  • Career development and fast-track growth opportunities
  • Mentorship from industry experts
  • Skills

  • 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 customers
  • Helping to get to the root of the problem.
  • إنشاء تنبيه وظيفي لهذا البحث

    Management Specialist • UAE