JPC-4721
Position: Complaints Handler LFI
Location Abu Dhabi
Position Type: Direct (Emiratization)
Qualification: Bachelors Degree
Total Experience: 5+ years
Language Proficiency: Bilingual
Job Responsibilities:
Core Responsibilities
- Review consumer and small business complaints unresolved by Licensed Financial Institutions (LFIs).
- Identify key issues and determine when additional information is required from complainants, LFIs, or third parties.
- Support fair and efficient resolution of financial complaints through case review and evaluation.
- Understand consumer complaints and assist the team in developing potential resolutions.
- Assess complaints and register eligible cases in the complaints management system.
- Apply knowledge of LFI products, operations, and systems to resolve complaints effectively.
- Interpret relevant CBUAE laws and regulations to support complaint resolution.
- Support the development and implementation of complaint-handling channels, including online systems and call centers.
- Identify opportunities for process improvement and escalate issues through appropriate channels.
Self-Management Responsibilities
- Define annual performance goals in consultation with the reporting manager and ensure achievement.
- Identify personal training and development needs and coordinate with the reporting manager to complete required training.
Qualifications and Experience
Threshold Qualifications
- Bachelor's degree in Banking, Insurance, Finance, or a related discipline.
- Proficiency in Arabic; English proficiency is an added advantage.
Years & Nature of Experience
- 24 years of total experience, with at least 2 years in a similar role.
- Working experience with familiarity with the UAE market and regulations.
- Prior experience with Licensed Financial Institutions and complaint handling is preferred.
Please note: Due to the high volume of applications, only shortlisted candidates will be contacted. Thank you for your understanding.
If this role truly excites you and the criteria match your current experience, we encourage you to apply!
Please share your updated CV to Ms. Payal Verma at [Confidential Information]
