Customer Complaints Officer

Responsibilities

• Receive, analyze, and route customer complaints to relevant departments and regulatory authorities
• Handle, document, and resolve customer complaints within agreed timelines
• Ensure responses comply with internal policies and procedures
• Classify and analyze complaints to identify root causes and recommend corrective actions
• Coordinate with departments to improve customer satisfaction
• Ensure proper closure of complaints and customer notification via the CX system
• Prepare periodic reports on complaint trends and key issues
• Participate in Business Continuity Plans and emergency response teams as required

Requirements

• Bachelor’s degree in business administration or a related field
• Minimum of 3 years of experience in banking operations
• Good command of English
• Knowledge of internal and external banking policies and procedures
• Basic understanding of the banking market and its sectors
• Proficiency in computer use and relevant banking systems
• Strong knowledge of bank products and services
• Excellent communication, persuasion, and interpersonal skills
• Strong problem-solving, planning, and organizational abilities
• Ability to work under pressure and handle conflicting information