Officer, Customer Complaints ( UAE National )

Commercial Bank of Dubai
Dubai
Workplace: OnsiteFull timeFunction: SalesExperience: 3+ yearsEducation: bachelorsSkills: ["Customer communication","Investigation","Root cause analysis","Case management","Stakeholder coordination"]

Manage assigned customer complaints end to end, including sensitive and escalated cases, by investigating records, coordinating with relevant teams, and delivering fair, timely resolutions aligned with bank policies and regulatory requirements. Maintain professional customer communication, prepare written responses for review, keep accurate case records, and perform root-cause analysis with corrective actions. Share trends and improvement opportunities with the team leader while staying current on consumer products and complaint-handling processes.

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FursaFursa
Commercial Bank of Dubai
Commercial Bank of Dubai
21 hours ago

Officer, Customer Complaints ( UAE National )

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Manage assigned customer complaints end to end, including sensitive and escalated cases, by investigating records, coordinating with relevant teams, and delivering fair, timely resolutions aligned with bank policies and regulatory requirements. Maintain professional customer communication, prepare written responses for review, keep accurate case records, and perform root-cause analysis with corrective actions. Share trends and improvement opportunities with the team leader while staying current on consumer products and complaint-handling processes.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Mid level

Key Responsibilities

  • •Manage assigned customer complaints end to end, including escalated, executive, and regulatory cases where allocated.
  • •Acknowledge complaints, provide reference numbers and expected resolution timelines, and maintain professional communication throughout each case.
  • •Investigate complaints by reviewing records, gathering supporting information, and coordinating with business and support teams.
  • •Prepare clear, accurate, customer-focused written responses for review or approval in line with applicable processes.
  • •Complete root cause analysis, identify process or policy gaps, and recommend practical corrective or preventive actions.

Key Requirements

  • •Bachelor’s degree or equivalent qualification.
  • •Minimum 3 years of experience in banking, financial services, customer service, or complaint handling.
  • •Good working knowledge of banking products, processes, procedures, and customer service standards.
  • •Experience in complaint investigation, customer communication, or case management is preferred.
  • •Ability to provide fair, timely, customer-focused, and compliant resolutions in line with policies and regulatory requirements.
Experience:3+ yearsBankingFinancial servicesCustomer service
Education:Bachelor's
Skills:Customer communicationInvestigationRoot cause analysisCase managementStakeholder coordination

Eligibility

Nationality:UAE National

Company Brief

Commercial Bank of Dubai
Commercial Bank of Dubai (CBD) is a UAE-based full-service bank providing personal, corporate and digital banking solutions, trade finance, treasury and wealth services. Operating for over 50 years, CBD supports UAE businesses and individuals through branches and digital channels.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1969
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