Complaint Escalation Officer at ENBD Recruitment Team

, , United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

18 Feb, 26

Salary

0.0

Posted On

20 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Investigative Skills, Customer Service, Communication Skills, Interpersonal Skills, Problem-Solving, CRM Systems, Customer Service Software

Industry

Banking

Description

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 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. 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 over half a million users, it continues to be the fastest-growing digital bank in the region. Job Overview: As a Complaint Escalation officer at Emirates NBD, your role is to manage, investigate, and resolve escalated customer complaints to ensure timely, fair, and effective outcomes. The role focuses on maintaining high service recovery standards, conducting root cause analysis (RCA), and identifying opportunities for process improvement to enhance the overall customer experience. Key Responsibilities: Serve as the focal point for all escalated customer complaints across channels and business lines. Ensure all complaints are acknowledged, investigated, and resolved within defined turnaround times (TAT) and in compliance with regulatory requirements. Conduct Root Cause Analysis (RCA) for repeated or high-impact complaints to identify underlying process or service issues. Prepare detailed RCA reports with recommendations for corrective and preventive actions. Present findings to the Head of CX and relevant stakeholders to support decision-making and process improvements. Actively analyze detractor and passive feedback from VoC & other surveys to identify key pain-point Conduct follow-up with detractors and passive customer to understand dissatisfaction drivers and ensure proper resolution Coordinate with relevant departments (Operations, Branches, Digital Channels, etc.) to ensure timely resolution and effective feedback loops. Mystery Shopping implementation, monitor reports & identifying all factors of improvement. Participate in CX forums, service review meetings, and monthly performance discussions to share insights and recommend improvements. Skills and Experience: Strong analytical and investigative skills Experience in customer service or a related role. Excellent communication and interpersonal skills. Strong problem-solving abilities. Proficiency in using CRM systems and other customer service software. There’s never been a better time to join Emirates NBD. We’re one of the region’s most recognisable brands. We’re banking innovation leaders. We’re growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits. At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities. #LI-LA1

Responsibilities

Manage, investigate, and resolve escalated customer complaints to ensure timely and effective outcomes. Conduct root cause analysis and identify opportunities for process improvement to enhance customer experience.