Complaints Analyst

Job Title: Complaints Analyst

Role Summary:
Seeking a detail-oriented Complaints Analyst to manage, investigate, and resolve customer complaints in line with UAE regulatory standards. The role focuses on ensuring fair customer outcomes, timely resolution, compliance, and identifying root causes to improve processes.

Key Responsibilities:

• Handle end-to-end complaints via multiple channels (branch, call centre, digital, email)
• Investigate cases across banking products and coordinate with internal teams
• Ensure timely resolution in line with regulatory requirements and manage escalations
• Perform root cause analysis and recommend corrective actions
• Prepare reports, dashboards, and regulator-ready responses
• Support audits, inspections, and compliance reviews

Requirements:

• Bachelor's degree (relevant certifications are a plus)
• Minimum 1 year experience in Banking, Fintech, or Financial Services
• Knowledge of UAE regulations and complaints handling standards
• Strong analytical, communication, and problem-solving skills
• Proficiency in MS Office and CRM/complaints management systems
• Arabic speaker preferred