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Job Description
Complaint Management Administrator (UAE National)
About ENBD
Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers.
The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs.
Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches.
We also operate Liv, the lifestyle digital bank by Emirates NBD.
With close to half a million users, it continues to be the fastest-growing digital bank in the region.
“In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.
We are looking to find the best UAEN talent to join our ENBD family”
Job Overview
As a Complaint Management Administrator at Emirates NBD, your role is to is responsible for receiving, investigating, and handling customer complaints to provide timely and suitable solutions.
This role involves managing inquiries, coordinating with various departments to resolve escalated issues, and ensuring compliance with regulatory and audit requirements, as well as, handle compensation processes for justified complaints and maintain accurate records of all complaints and inquiries.
Key Responsibilities
Provide timely and suitable solutions within the established Turnaround Time (TAT)
Conduct thorough investigations to identify the root cause of complaints
Document all actions taken and maintain comprehensive records of each case
Communicate effectively with customers throughout the resolution process
Follow up on inquiries to ensure customer satisfaction
Assess justified complaints for compensation eligibility
Initiate compensation processes and ensure timely disbursement
Maintain records of all compensation cases
Communicate compensation decisions to customers effectively
Collaborate with various departments to address and resolve escalated complaints
Provide feedback to relevant departments to prevent recurrence of similar issues
Ensure timely communication and follow-up on escalated cases
What We Offer You
Competitive salary package
Strong emphasis on work/life balance
Generous annual leave entitlement and Private Healthcare
World-class Learning & Development platform and career development
Preferential banking facilities for employees
Why Join Us
We aspire to be an employee’s employer of choice.
We believe, we can help you realize your true potential by providing the right opportunities.
At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge.
Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.
At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities.
ENBD is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment, however due to high volume of applicants only SHORTLISTED candidates will be contacted.
“
Complaint Management Administrator (UAE National)
About ENBD
Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers.
The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs.
Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.
At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.
We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches.
We also operate Liv, the lifestyle digital bank by Emirates NBD.
With close to half a million users, it continues to be the fastest-growing digital bank in the region.
“In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success.
We are looking to find the best UAEN talent to join our ENBD family”
Job Overview
As a Complaint Management Administrator at Emirates NBD, your role is to is responsible for receiving, investigating, and handling customer complaints to provide timely and suitable solutions.
This role involves managing inquiries, coordinating with various departments to resolve escalated issues, and ensuring compliance with regulatory and audit requirements, as well as, handle compensation processes for justified complaints and maintain accurate records of all complaints and inquiries.
Key Responsibilities
Provide timely and suitable solutions within the established Turnaround Time (TAT)
Conduct thorough investigations to identify the root cause of complaints
Document all actions taken and maintain comprehensive records of each case
Communicate effectively with customers throughout the resolution process
Follow up on inquiries to ensure customer satisfaction
Assess justified complaints for compensation eligibility
Initiate compensation processes and ensure timely disbursement
Maintain records of all compensation cases
Communicate compensation decisions to customers effectively
Collaborate with various departments to address and resolve escalated complaints
Provide feedback to relevant departments to prevent recurrence of similar issues
Ensure timely communication and follow-up on escalated cases
What We Offer You
Competitive salary package
Strong emphasis on work/life balance
Generous annual leave entitlement and Private Healthcare
World-class Learning & Development platform and career development
Preferential banking facilities for employees
Why Join Us
We aspire to be an employee’s employer of choice.
We believe, we can help you realize your true potential by providing the right opportunities.
At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge.
Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.
At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities.
ENBD is proud to be an equal opportunity employer.
All qualified applicants will receive consideration for employment, however due to high volume of applicants only SHORTLISTED candidates will be contacted.
“
Job Requirements
Track the progress of escalated complaints and ensure resolution
Prepare reports on escalated complaints and outcomes
Implement and monitor compliance with regulatory requirements in complaints handling
Report compliance breaches and take corrective actions as necessary
Stay updated on regulatory changes and adjust processes accordingly
Skills And Experience
Bachelor’s degree in Business, Finance, or related field.
Experience in complaints management or a related field.
In-depth knowledge of complaints handling processes, regulatory requirements, and customer service principles.
Prepare reports on escalated complaints and outcomes
Implement and monitor compliance with regulatory requirements in complaints handling
Report compliance breaches and take corrective actions as necessary
Stay updated on regulatory changes and adjust processes accordingly
Skills And Experience
Bachelor’s degree in Business, Finance, or related field.
Experience in complaints management or a related field.
In-depth knowledge of complaints handling processes, regulatory requirements, and customer service principles.
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