Senior Client Engagement Specialist, Complaints ( UAE National)

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose:

The job holder is the one point contact for all customer complaints both Retail and Entity and is responsible for the investigation, resolution, learning, better practices, process changes to ensure non-recurrence of the complaint. The job holder is also the Single Point of Contact for all complaining customers hence responsible for excellence in Client Engagement through positive service recovery of all customer complaints. The Complaints Specialist will be the deputy lead of the Complaints Team working closely with the Senior Manager on high priority / CEO complaints and identifying improvement initiatives to reduce and remove recurring complaints, collaborating closely with the Service Excellence team and also the impacted business unit.

Principal Accountabilities:

Stakeholder Management

Taking end to end ownership for high priority complaints from priority customers or through ExCo members

Ensuring senior stakeholders are kept informed on the resolution status of high-priority complaints

Coordinating the Complaints Forum with business units to ensure collaboration on key improvement initiatives

Strategic Improvement

Identifying shaping and driving process changes in close collaboration with business and IT to reduce or remove reoccurrence of complaints

Proactively anticipating instances where customer complaints can be expected and influencing internal stakeholders in addressing required changes to minimize customer complaints

Complaints Function Management

Managing complaints team capacity on Occasion as required by the senior Manager Complaint

Motivating and managing the complaints team members

Overseeing complaint management to ensure that complaints are closed properly in the interest of the customer and identifying and follow up improvement initiatives that may be required

Reporting on complaints management information and presenting this information to business units as required

High-priority Complaint Handling

Establishes contact with customers upon receipt of complaints by advising them of a reference number and timeframe for resolution (Medium: SMS/Telephony/Email/Fax/Written/Verbal) within the specified period.

 Ensure that complaints received are handled in a professional and diplomatic manner by operating within the guidelines of the Bank

 Verifies all complaints by detailed investigation, follow up, escalation and liaison for resolution.

Draft letters/email responses for complaints

 Obtains information for root cause analysis by probing and analyzing information

Identify gaps in processes/policies and undertake initiatives to bridge the same.

 Initiate continuous learning to ensure product knowledge is fully updated for Consumer/Entity products/services.

 Initiates forums/meetings, process changes, better practices and learning from complaints to reduce the incidence of error after identifying gaps in processes/policies

Liaise with the respective WBG and Business Banking teams for all Entity complaints to ensure the appropriate corrective/preventive action is implemented and the Relationship Manager obtains service recovery

Review all allocated complaints logged on the system and update frequently to ensure effective tracking of complaints until resolution.

Responsible to review all complaints to ensure the data input and the integrity of the complaint module system is fully maintained.

Handle backup functions for complaints handling and assist colleagues in fulfilment of daily tasks as assigned

Education and Experience

University degree or equivalent

5-6 years’ experience in financial service industry and knowledge of banking product, process and procedure from a front end perspective