Retail Complaints Analyst

Al Ahli Bank of Kuwait ( ABK Egypt ) - Cairo, Egypt

Applicants for
4 open positions
Experience Needed:
2 to 4 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Arabic, English
4 open positions
About the Job

Job Purpose:

  • The Retail Complaints Analyst work as a focal point within the Retail Division in receiving all Customer Complaints referred by Customers Complaints Unit (CCU), to ensure the resolution of customer complaints in a timely manner in line with the bank related procedures.

Tasks, Duties, Functions:

  • Receive all Customer Complaints referred by Customers Complaints Unit.
  • Liaise with all retail departments/units and legal for investigating the cause of each complaint to ensure complaints are closed properly and in a timely manner by:
    • Gathering and investigating needed evidences and information
    • Identify require remedies and actions.
    • Log all complaints, status, outstanding actions, due dates and follow-up accordingly.
    • Review each complain response and evidences to identify if additional investigation is required or case can be closed.
  • Submit closure details to CCU attached if required with a copy from the official reply letter to the client or CBE.
  • Perform root cause and trending analysis to identify gaps, avoid re-occurrence and present working practices enhancement and training recommendations.
  • Maintain a filing system containing all complaints related correspondence, documents and background information.
  • Create assigned ad hoc reports or other analysis requested.
  • Maintain confidentiality of documentation and communications related to complaints or complaint resolution.
  • Escalate all unresolved issues/complaints within the reporting line
  • Complete miscellaneous tasks as assigned.
Job Requirements

Experience and Qualifications:

  • Previous complaints handling experience working in retail is require
  • Willingness to learn about bank’s products and services
  • Strong analytical skills and the ability to interpret information and create reports
  • Investigation skills
  • Communication skills, both written and verbal
  • Negotiation and conflict management skills
  • Ability to meet tight deadlines with attention to details
  • Ability to work under pressure and in a demanding environment
  • Proficient in Microsoft Office, and writing skills is essential
  • Excellent English and Arabic languages spoken and written