Complaints Investigator & RCA Specialist

Astra Tech; Abu Dhabi; Hybrid; AED 80,000 - 110,000; Full time

Job summary

A leading fintech firm in Abu Dhabi is seeking a detail-oriented Complaints Handler to manage customer complaints and conduct Root Cause Analysis (RCA) on recurring issues. The ideal candidate has 1-3 years of experience in complaints handling, strong analytical skills, and familiarity with CBUAE Consumer Protection Regulations. This role offers an opportunity to contribute to service improvements while ensuring customer satisfaction through effective complaint resolution.

Qualifications

• 1–3 years experience in complaints handling or customer operations in fintech or banking.
• Understanding of CBUAE Consumer Protection Regulations (CPR).
• Familiarity with lending or credit products is an added advantage.

Responsibilities

• Manage and resolve customer complaints across various channels.
• Conduct thorough fact-finding by coordinating with internal teams.
• Document RCA findings and recommend corrective actions.

Skills

Complaints handling

Root Cause Analysis (RCA)

Strong analytical skills

Excellent written and verbal communication

Tools

Freshdesk

Zendesk

Dynamics

Salesforce

Job description

A leading fintech firm in Abu Dhabi is seeking a detail-oriented Complaints Handler to manage customer complaints and conduct Root Cause Analysis (RCA) on recurring issues. The ideal candidate has 1-3 years of experience in complaints handling, strong analytical skills, and familiarity with CBUAE Consumer Protection Regulations. This role offers an opportunity to contribute to service improvements while ensuring customer satisfaction through effective complaint resolution.