Associate Manager - Customer Complaints | Riyadh, SA

D360 Bank; Riyadh; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance customer satisfaction through effective complaint resolution. In this role, you will manage customer concerns in accordance with service level agreements and regulatory requirements. You will be responsible for ensuring prompt responses to complaints, collaborating with various departments, and adhering to compliance frameworks. This position is ideal for fresh graduates eager to develop their skills in a dynamic environment while contributing to the bank's commitment to exceptional customer service.

Qualifications

• Fresh graduates or those with up to 3 years of experience in financial institutions.
• Responsible for completing tasks independently.

Responsibilities

• Provide solutions to customer complaints in line with SAMA requirements.
• Manage correspondence under the SLA through the SAMA Complaints System.
• Report the status of customer complaints to management weekly.

Skills

Customer Experience Management

Problem Solving

Communication

Decision Making

Education

Tertiary-level qualification

Job description

Job Description

The role is responsible for handling complaint cases in accordance with D360 service level agreements and SAMA requirements. The incumbent will proactively provide comprehensive customer services to D360, ensuring customer concerns are addressed promptly and effectively to improve satisfaction and loyalty.

Responsibilities

1. Provide solutions (technical or otherwise) to resolve customer complaints in line with SAMA requirements.
2. Manage correspondence under the SLA through the SAMA Complaints System.
3. Secure proper responses from the customer complaints team regarding violations forwarded by SAMA's violation committee to D360.
4. Report the status of SAMA violations and customer complaints to management weekly.
5. Ensure prompt fulfillment of SAMA resolutions related to customer complaints.
6. Support the customer care team, Regulatory Affairs, and Legal departments on matters related to SAMA, especially customer complaints.
7. Perform any other duties assigned by the line manager related to the work.
8. Participate in implementing, adhering to, and enforcing the SAMA Cybersecurity Framework and other relevant policies to ensure D360 Bank remains compliant.

Qualifications

Preferred Qualifications

• A tertiary-level qualification from an internationally recognized institution.

Experience

• Fresh graduates with up to 3 years of experience in financial institutions.
• Candidates with experience should have been responsible for completing assigned tasks and projects independently.

Technical Competencies

• Customer Experience Management
• Business Performance Management
• Ethical Culture

Behavioral Competencies

• Decision Making
• Problem Solving
• Communication
• Process Orientation