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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
Opportunity Location
UAE