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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.
Opportunity Details
RAKBANK
RAKBANK, the trading name of the National Bank of Ras Al-Khaimah, is a public joint stock company, headquartered in the emirate of Ras Al-Khaimah, in the UAE. The Head Office of the bank is situated in RAKBANK Building, Emirates Rd, Ras Al-Khaimah. The bank is 52.75% owned by the Government of Ras Al-Khaimah.
Shares are publicly traded. Board consists of several members of the ruling family of the emirate of Ras-Al Khaimah and businessmen from UAE and Kuwait. The bank is engaged in providing retail and corporate banking services through a network of thirty three branches in the United Arab Emirates, but all the transactions are handled on a strictly commercial basis.
Board of Directors
H.E. Shaikh Omar bin Saqr Al-Qasimi Chairman U.A.E
H.E. Shaikh Salim bin Sultan Al-Qasimi Member U.A.E
Mr. Hamad Abdulaziz Al Sagar Member Kuwait
Mr. Abdul Aziz Abdulla Al Zaabi Member U.A.E
Mr. Yousuf Obaid Essa Al Nuaimi Member U.A.E
Mr. Ahmed Essa Al Naeem Member U.A.E
Mr. Salem Ali Abdulla Saeed Al Sharhan Al Nuaimi Member U.A.E