Complaints & Customer Rights Protection Supervisor

Job Summary:

Responsible for handling the process of customer complaints received, logging and following up on their closure while ensuring compliance with the approved procedures and CBE directives.

Job Responsibilities:

• Perform daily follow up as per approved procedures to ensure effective implementation of the bank's policies and procedures
• Receive customers complaints through different channels (CBE, Call Center & Website), Register them on TMS system to be investigated and ensure to obtain replies by the related parties
• Receive and review the replies from the bank's divisions and forward to the team leader for checking to ensure full coverage of the complaint elements in line with the Bank's policies & procedures as well as CBE Customers Rights Protection guidelines.
• Extract the customer complaints numbers file on daily basis.
• Responds to any inquiries related to the unit work
• Prepare periodic reports as required

Job Qualifications:

• Bachelor's degree in business administration, Economics, Finance, or a related field from reputable university.
• 3-4 years banking sector experience.
• Knowledge of banking process & procedures.