Complaint Administrator

Accounting / Finance Banking Full Time
  • Accounting / Finance
  • Banking
  • Full Time
  • Dubai - United Arab Emirates
  • Attractive Salary
  • Salary: Attractive Salary
  • 3-5 years of experience ( preferably branch banking and Call Centre)

Website Emirates NBD

Emirates NBD, the leading banking group in the region was formed on 16th of October 2007 when the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM). The Emirates NBD 2007 merger between Emirates Bank International (EBI) and the National Bank of Dubai (NBD), became a regional consolidation blueprint for the banking and finance sector as it combined the second and fourth largest banks in the United Arab Emirates (UAE) to form a banking champion with the largest asset base in the GCC region summing up to AED 281.6 billion as at 31st December 2009, capable of delivering enhanced value across corporate, retail, Islamic and investment banking throughout the Gulf Cooperation Council (GCC) region

Complaint Administrator

Complaint Administrator | L (UAE Nationals Only)

Organization Purpose:

This function represents a critical role within the organization that is responsible to boost customers’ experience, handles all complaints received from various channels (such as Central Bank, Media, Social Media, Senior Management, Customer Care, Suggestion box as well as complaints lodged against branch services and staff attitude/knowledge). The customer experience will be enhanced by facilitating and suggesting reasonable service recovery to the complainant and assurance that complaint’s root cause has been addressed and rectified. This role will also be responsible to define, set and deliver our service excellence strategic goals which will improve customer experience in Emirates NBD.

Main Job Tasks:

Handle complaints received from various channels managed by CMU.

Respond to enquiries received through channels managed by CMU.

Initiate service recovery to complainant according to the agreed process.

Coordinate and provide feedback to departments/branches/units on escalated service requests to ensure quicker resolution.

Record the complaint in the system under relevant parameter and establish contact with the customer to provide the complaint reference number.

Investigate and follow up with concerned departments/units/branches in order to reach to a suitable resolution to customer’s complaint and communicate the same to the customer appropriately.

Share critical cases with management and suggest suitable solutions in order to ensure smooth process without the increase of complaints in future.

Record the enquiry in the system under relevant parameter and establish contact with the customer to provide the reference number.

Investigate and follow up with concerned departments/units/branches in order to reach to a suitable resolution to customer’s enquiry and communicate the same to the customer appropriately.

Share critical cases with management and suggest suitable solutions in case of any process gaps.

A detailed analysis to be provided on each valid complaint received to decide eligibility of compensation as per the agreed matrix.

Within the approval matrix, and if the customer is eligible for a compensation, the compensation method will be selected and conveyed to the customer.

Investigate and follow up with concerned departments/units in the group in order to reach to a suitable resolution to customer’s complaint and ensure proper communication was given to the customer.

Share critical cases with management and suggest suitable solutions in order to ensure smooth process without the increase of complaints in future.

Main Job Qualifications:

3-5 years of experience ( preferably branch banking and Call Centre)

Good customer service delivery

Knowledge of systems ( CRM, Finnacle, Finnone etc) ,policies and processes

Excellent oral and written communication skills

Analytical capabilities

Strong team player

Having mind set towards Emirates NBD behaviors and Values in order to achieve service excellence.

Demonstrated Strong customer focus and open for change

Ability to work under pressure.

Self motivated individuals who can go extra mile for service delivery to the customers

Qualifications


Main Job Qualifications:

3-5 years of experience ( preferably branch banking and Call Centre)

Good customer service delivery

Knowledge of systems ( CRM, Finnacle, Finnone etc) ,policies and processes

Excellent oral and written communication skills

Analytical capabilities

Strong team player

Having mind set towards Emirates NBD behaviors and Values in order to achieve service excellence.

Demonstrated Strong customer focus and open for change

Ability to work under pressure.

Self motivated individuals who can go extra mile for service delivery to the customers

Primary Location : United Arab Emirates-Dubai-Dubai – Nadd Al Shiba, Meydan, Building P
Job : Customer Service
Organization : Customer Experience
Schedule : Regular
Shift : Standard
Job Type : Full-time
Day Job
Job Posting : Aug 25, 2022, 7:20:06 AM

To apply for this job please visit enbd.taleo.net.

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