Complaint Resolution Specialist - UAE National

Standard Chartered; Dubai; Hybrid; AED 180,000 - 340,000; Full time

Benefits offered by this job

Flexible working

Wellbeing program

Learning & development

Diversity & inclusion

Job summary

Standard Chartered Bank is seeking a Specialist within our Complaint Resolution Unit to manage and resolve customer complaints with professionalism and integrity. You will investigate grievances, collaborate with internal teams, and drive improvements in processes to enhance the banking customer experience.

In this global role, you will ensure timely resolution, maintain accurate MIS records, and provide clear, empathetic communication to customers while upholding regulatory policies governing

Qualifications

• Strong analytical ability and attention to detail to log, track, and report complaints.
• Excellent communication skills to engage customers and internal teams with professionalism.
• Solid knowledge of banking products and regulatory requirements governing complaints.

Responsibilities

• Efficiently manage and execute service operations that support customer requests from front-end teams.
• Conduct customer feedback surveys and maintain MIS records for monitoring and reporting.
• Document and categorize errors, issues, and complaints to enable pattern recognition.
• Ensure all complaints are resolved within established turnaround times.
• Collaborate with team members and cross-functional units to align resolution efforts.
• Identify customer issues and propose effective, tailored solutions.
• Perform root cause analysis to identify systemic issues and recommend improvements.
• Investigate complex complaints, escalate when necessary, and coordinate with stakeholders.
• Communicate outcomes clearly, empathetically, and professionally to customers.
• Provide recommendations for service enhancements based on recurring concerns.
• Maintain high quality standards to support excellence in customer service and complaint management.

Skills

Analytical skills

Verbal and written communication

Banking product knowledge

High-risk complaint handling

Customer-centric approach

Attention to detail

Complaint management systems

Root cause analysis

Education

Bachelor’s degree

Tools

MIS systems

Job description

Standard Chartered Bank is seeking a Specialist within our Complaint Resolution Unit to manage and resolve customer complaints with professionalism and integrity. You will investigate grievances, collaborate with internal teams, and drive improvements in processes to enhance the banking customer experience.

In this global role, you will ensure timely resolution, maintain accurate MIS records, and provide clear, empathetic communication to customers while upholding regulatory policies governing