Customer Care Agent

Description

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose:

To manage assigned customer complaints from receipt to closure by conducting accurate investigations, coordinating with relevant stakeholders, and providing fair, timely, customer-focused, and compliant resolutions in line with the Bank’s policies and regulatory requirements.

Principal Accountabilities:

Manage assigned RBBG and WBG customer complaints end to end, including sensitive, escalated, executive, and regulatory cases where allocated.

Acknowledge complaints, provide the customer with the reference number and expected resolution timeframe, and maintain professional communication throughout the case.

Investigate each complaint by reviewing available records, gathering supporting information, and coordinating with the relevant business and support teams.

Escalate delays, risks, complex matters, or potential service-level breaches promptly to the Team Leader.

Prepare clear, accurate, and customer-focused written responses for review or approval in line with the applicable process.

Keep complaint records, case notes, documents, status updates, and outcomes complete and accurate in the complaint management system.

Complete root cause analysis for assigned cases, identify process or policy gaps, and recommend practical corrective or preventive actions.

Coordinate with WBG, RBBG, Relationship Managers, and other stakeholders for Entity complaints and service recovery, where applicable.

Ensure complaint handling complies with regulatory requirements and the Bank’s policies, procedures, service standards, and delegated authority.

Maintain up-to-date knowledge of Consumer and products, services, processes, and complaint handling requirements.

Support daily team activities, complaint back-up arrangements, and other tasks assigned by the Team Leader.

Share complaint trends, recurring issues, and improvement opportunities with the Team Leader

Requirements

Education and Experience

Minimum 3 years of experience in customer service, customer care, or customer support operations.

Experience in handling customer emails, webform cases, complaints, and service requests.

Strong written communication, problem-solving, and customer relationship management skills.

Proficiency in CRM systems and Microsoft Office applications