Job Overview

First Abu Dhabi Bank (FAB) is looking for a Senior Officer, Complaints Management to join their team in Dubai, United Arab Emirates. This role involves overseeing and resolving customer complaints efficiently, ensuring compliance with banking standards and enhancing customer satisfaction.

Company Overview

First Abu Dhabi Bank (FAB) is one of the UAE's largest banks and one of the world's largest financial institutions. Headquartered in Abu Dhabi, FAB offers a wide range of innovative financial products and services to individuals, businesses, and government entities across the globe. With a strong commitment to customer satisfaction and sustainable growth, FAB plays a crucial role in the economic development of the region.

Quick Details

Salary Range: Market Competitive
Job Type: Full-time
Qualifications: No Education Required
Experience: 3+ years relevant experience

Key Responsibilities

Manage and resolve customer complaints effectively and efficiently, ensuring timely resolution.
Ensure all complaints are handled in strict compliance with regulatory guidelines and internal policies.
Investigate complex issues, gather relevant information, and formulate appropriate resolutions.
Communicate with customers to provide updates and explain resolutions clearly and empathetically.
Identify root causes of complaints and proactively suggest improvements to processes and services.
Prepare comprehensive reports on complaint trends, resolution metrics, and customer feedback.

Requirements

Strong understanding of banking operations, products, and customer service principles.
Excellent communication and interpersonal skills, both written and verbal, for effective customer interaction.
Proven ability to handle difficult customer situations with professionalism, empathy, and composure.
Detail-oriented with strong analytical and problem-solving abilities to address complex issues.
Ability to work independently and collaboratively as part of a team in a fast-paced environment.
Familiarity with UAE banking regulations and consumer protection laws is a significant advantage.

Benefits

Opportunity to work with a leading financial institution in the UAE, offering significant career exposure.
Access to professional growth and career development opportunities within a global banking group.
Competitive salary and a comprehensive benefits package tailored to your contributions.
Engaging and supportive work environment that fosters learning and teamwork.
Exposure to diverse customer service challenges and innovative solutions in the financial sector.
Contribute directly to enhancing customer satisfaction and strengthening the bank's reputation.

Senior Officer, Complaints Management