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August 13, 2020
Home » Officer / Senior Officer – Customer Complaints at Commercial Bank of Kuwait – Al Kuwait – Kuwait Jobs

Officer / Senior Officer – Customer Complaints at Commercial Bank of Kuwait – Al Kuwait – Kuwait Jobs

Job Description

Purpose :
Assists in ensuring the Bank has a strong industry presence and positive standing with all customers by supporting the Manager of CCU in  handling and monitoring all ‘Customer Complaints’, in terms of both ‘Contractual and non-Contractual Complaints’, while liaising with Divisions to ensure smooth and complaint free operation

Role Description:

  • Identifies and organizes complaints in terms of category including: Accounts, Funds Transfers, Consumer Credit line, Service Fee and Charges, Products, Accounts closed due to Returned Cheques, Ci-Net, or any other services between Customer and the Bank, and assigns them to different staff to handle.
  • Helps the Manager in monitoring the resolution process for all lodged complaints, ensuring quality control and the timely and efficient execution of all respective action given the regulations of the Central Bank, and that all complaints are fully addressed and resolved
  • Liaises with Legal Division for all complaints, ensuring compliance within all resolutions, while updating the Manager of Customer Complaints in regards to all pending cases
  • Prepares correspondence for customers whose complaints have been addressed which the Manager of CCU shall review and sign; further, in lieu of cases being delayed, further letters shall also be written explaining the cause of delay and prepared for Manager review and signature
  • Formulates the Complaint’s Procedural Manual, for both the Unit and the other Divisions, for Manager approval and subsequent distribution
  • Aides Manager in ensuring all front line staff in Bank Branches, Call Centers and Direct Sales, are aware of the Customer Complaints Unit and have been accordingly trained with the Bank’s approved service standards.

Job Details

Job Location
Al Kuwait, Kuwait

Company Industry

Company Type
Employer (Private Sector)

Job Role

Employment Type
Full Time Employee

Monthly Salary Range

Number of Vacancies

Click here to apply

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