Senior Customer Complaints Specialist

Commercial Bank of Dubai; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Commercial Bank of Dubai in the United Arab Emirates seeks an experienced professional to manage customer complaints from receipt to closure, ensuring fair, timely, and compliant resolutions. You will investigate records, coordinate with stakeholders, and provide clear written responses while maintaining thorough case documentation.

The role requires analytical thinking, strong communication with customers and teams, and adherence to regulatory requirements and bank policies.

Qualifications

• Bachelor's degree or equivalent qualification is required.
• Minimum 3 years of experience in banking, financial services, customer service, or complaint handling.
• Good working knowledge of banking products, processes, procedures, and customer service standards.
• Experience in complaint investigation, customer communication, or case management is preferred.

Responsibilities

• Manage assigned RBBG and WBG customer complaints end to end, including sensitive, escalated, executive, and regulatory cases where allocated.
• Acknowledge complaints, provide reference number and expected resolution timeframe, and maintain professional communication throughout the case.
• Investigate each complaint by reviewing records, gathering information, and coordinating with relevant teams.
• Escalate delays, risks, complex matters, or service-level breaches promptly to the Team Leader.
• Prepare clear, accurate, customer-focused written responses for review or approval.
• Keep complaint records, case notes, and outcomes up to date in the system.
• Complete root cause analysis and recommend corrective actions.
• Coordinate with various stakeholders for Entity complaints and service recovery where applicable.
• Ensure complaint handling complies with regulatory requirements and Bank policies.

Skills

Customer service

Communication

Investigation

Education

Bachelor's degree or equivalent qualification

Job description

Commercial Bank of Dubai in the United Arab Emirates seeks an experienced professional to manage customer complaints from receipt to closure, ensuring fair, timely, and compliant resolutions. You will investigate records, coordinate with stakeholders, and provide clear written responses while maintaining thorough case documentation.

The role requires analytical thinking, strong communication with customers and teams, and adherence to regulatory requirements and bank policies.