Officer, Customer Complaints ( UAE National )

Manage customer complaints in a structured and timely manner, ensuring cases are recorded, investigated, resolved and communicated in line with Bank procedures and service standards. The role supports root-cause analysis, escalation, documentation, reporting and continuous improvement of customer experience.

Key Responsibilities

• Execute day-to-day activities associated with Officer, Customer Complaints ( UAE National ), maintaining agreed quality, service and control standards.
• Coordinate with relevant business, operations, technology, risk, compliance and support teams to complete activities accurately and on time.
• Review information, identify issues and escalate material risks, exceptions or delays through the appropriate governance channels.
• Maintain accurate records, documentation, trackers and management information required for operational oversight and audit readiness.
• Support process improvements, root-cause analysis and implementation of agreed corrective actions.
• Apply Bank policies, procedures, regulatory requirements and information-security controls to all assigned activities.
• Build effective working relationships with internal and external stakeholders and provide clear, timely communication.
• Contribute to team objectives, performance reporting, service improvements and other responsibilities assigned by management.

Requirements

• Relevant bachelor’s degree or equivalent banking/customer-service experience.
• Experience in complaints handling, customer service, banking operations or case management is advantageous.
• Strong communication, investigation, documentation and problem-solving skills.

Skills

Customer Complaints, Case Management, Customer Experience, Investigation, Root Cause Analysis, Service Recovery, Reporting, Banking Operations

Employment Details

• Company: Commercial Bank of Dubai
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time
• Industry: Banking

Candidate Profile

The successful candidate should be commercially aware, detail-oriented and comfortable working in a regulated banking environment. The role requires sound judgement, clear communication and the ability to prioritize competing requests while protecting customer information and the Bank’s interests. Candidates should be able to work collaboratively across functions, challenge issues constructively and maintain accurate documentation throughout the work cycle.

Performance Focus

Success in the role will be demonstrated through timely delivery, high-quality work, effective risk and control management, responsive stakeholder service, accurate reporting and continuous improvement of processes. Applicants should review the original LinkedIn posting for any role-specific conditions, experience thresholds or programme eligibility requirements that may apply.