Job Description

Roles & Responsibilities

Consumer Protection & Customer Support Framework

• Support the implementation and day-to-day execution of the company's Consumer Protection Framework across exchange, digital money transfer, and wallet channels.
• Assist in maintaining customer support procedures used by front-line staff and digital support channels.

Complaint & Inquiry Intake

• Assist in receiving and recording customer inquiries, requests, and complaints through telephone, email, website, mobile application, in-app chat, social media, walk-in, and other approved channels.
• Acknowledge customer complaints promptly and ensure they are logged accurately in the complaint management system with the correct category, channel, product, and priority.
• Ensure all customer interactions are documented in line with internal recordkeeping and regulatory requirements.

Complaint Handling & Resolution Support

• Ensure customer complaints are handled fairly, consistently, and within regulatory and internal turnaround times.
• Escalate unresolved, sensitive, or high-risk customer issues to the Customer Support Officer or management without delay.
• Analyse recurring complaint themes and customer feedback trends.
• Support root cause analysis of customer complaints and service issues.
• Recommend improvements to customer journeys, processes and controls.

Customer Case Management

• Support the Customer Support Officer in monitoring complaint resolution timelines and following up with relevant departments.
• Keep customers informed of the status of their requests and complaints in accordance with established service standards.
• Coordinate with branch staff and internal departments to obtain information required for complaint investigations.
• Maintain accurate records of customer enquiries, complaints, supporting documentation and resolutions.
• Track customer cases through to closure and ensure all actions are completed and appropriately documented.

Root Cause & Continuous Improvement

• Help identify recurring customer issues, complaint themes, and pain points, and recommend process improvements to enhance customer experience and consumer protection outcomes.
• Support root-cause analysis of significant complaints and service failures, and follow up on corrective actions with the relevant business owners.
• Provide customer voice input into new product launches, journey enhancements, and communication changes.

Consumer Protection & Regulatory Compliance

• Any customer conduct concerns, operational issues or potential regulatory breaches should be immediately reported to the Customer Support Officer.
• Support compliance with applicable consumer protection regulations, internal policies and service standards.
• Ensure customer communications are clear, fair, accurate and not misleading.
• Maintain confidentiality and handle sensitive customer information appropriately.
• Liaise effectively with branches, departments, customers and service providers where applicable.

Reporting & Analytics

• Assist in timely preparation of complaint reports, customer feedback summaries, service quality metrics, and regulatory reports as required.
• Help track key customer support KPIs such as complaint volumes by channel and product, resolution turnaround times, first-contact resolution, escalation rates, and customer satisfaction scores.
• Maintain complaint and enquiry registers and ensure records remain accurate and up to date.
• Assist in compiling complaint statistics, trend analysis and management information reports.

Cross-Functional Coordination

• Coordinate with branch staff, Operations, Compliance, Fraud, AML, IT, Product, and Marketing teams to obtain information required for complaint investigations and customer responses.
• Support handoffs to Fraud and AML Compliance where a complaint may indicate fraud, financial crime, or a suspicious activity concern.
• Support handoffs to Regulatory Compliance where a complaint indicates a potential regulatory breach or consumer protection concern.

Escalation & Risk Awareness

• Immediately report any customer conduct concerns, operational issues, service failures, or potential regulatory breaches to the Customer Support Officer.
• Flag potential fraud, AML, scam, social engineering, or unauthorized transaction cases raised by customers for prompt investigation by the Fraud or AML team.

Customer Awareness & Education

• Support customer awareness and education programes launched by the exchange, including fraud awareness, safe use of the wallet and digital services, remittance safety, and consumer rights.

Confidentiality & Conduct

• Maintain confidentiality and handle sensitive customer information in accordance with data protection and internal policies.

Performance Measures ("How Success is Defined")

· Customer enquiries and complaints managed within service level and regulatory timelines.

· Accurate and timely complaint logging and case administration.

· High-quality customer communications and correspondence.

· Positive customer satisfaction and feedback outcomes.

· Effective identification and escalation of customer concerns.

· Accuracy and quality of reporting and records.

· Positive audit and compliance outcomes.

· Strong collaboration with branches and internal stakeholders

Desired Candidate Profile

• 1–3 years of experience in customer service, customer support, complaint handling, contact center operations, or administrative support.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong attention to detail and data accuracy.
• Good organisational and time-management skills.
• Ability to manage multiple tasks and priorities.
• Proficiency in Microsoft Office applications.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work effectively within a team and collaborate with multiple departments.
• Basic understanding of customer complaint handling processes and service quality standards.

Desirable

• Experience within financial services, banking, exchange houses or other regulated environments.
• Previous complaint-handling or customer care experience.
• Knowledge of customer service standards and consumer protection principles.
• Experience using customer relationship management (CRM) or case management systems.
• Understanding of UAE financial services operations, remittance services, and customer onboarding processes.
• Additional language skills such as Arabic, Hindi, Urdu, Tagalog, Malayalam, or other languages commonly used by customers in the UAE is a plus.