Customer Complain Officer- KSA

Responsibilities:

1. Develops and updates policies related to customer protection, care, financial awareness, and education in alignment with the bank’s services and products, as well as policies for handling customer complaints to ensure customer satisfaction and protect the bank’s interests.

2. Ensures or participates in establishing mechanisms and procedures to help customers develop knowledge of the risks associated with products offered to them, enabling them to make decisions suitable for their needs.

3. Ensures the bank provides channels for receiving complaints in line with the instructions of regulatory authorities on an ongoing basis, and maintains comprehensive records for each consumer complaint.

4. Receives customer complaints regarding any violations through designated forms, provides feedback to the customer, and investigates the complaint within the timeframe specified by the Saudi Central Bank.

5. Oversees the referral of complaints requiring intervention by departments/branches and ensures they are addressed promptly and efficiently.

6. Investigates the causes of complaints when necessary and recommends appropriate corrective actions to resolve customer issues and objections.

7. Reviews statistics related to customer issues and complaints, their causes, and recurrence, categorized by problem type or department/branch. Records recommendations and submits them to the direct supervisor for referral to relevant authorities. Prepares a consolidated report of complaints received by the department, actions taken, analyzes the nature and type of complaints, and prepares periodic reports in this regard for submission to the Saudi Central Bank in compliance with regulatory requirements and relevant authority approvals.

8. Receives inquiries submitted to the bank through designated channels regarding banking awareness and public protection, refers them to the relevant departments to obtain the required response and clarification, and ensures the responses meet requirements before replying to customers.

9. Ensures the bank provides service information to customers in a clear, easy-to-understand manner, available on all designated platforms.

10. Ensures adequate informational materials are available inside bank halls, branches, and on the website, providing all necessary customer information.

11. Receives correspondence from regulatory authorities within specified deadlines, refers them to relevant departments for response, follows up to ensure responses are submitted within the timeframe stipulated in regulations, and ensures the responses meet requirements before sending them to the Saudi Central Bank.

12. Participates in conferences, seminars, and workshops related to banking awareness.

13. Manages and controls the unit’s expenses in line with the annually prepared budget.

Requirements

Skills & Competencies:

• Bachelor’s degree in Law, Humanities, Media, any branch of Business Administration and Economics, Business Economics, Banking Management, Investment & Resources, Accounting & Financial Control, or any related field.
• Minimum of 5 years’ practical experience in compliance, banking awareness, and public protection.
• Preferably holds a specialized professional certification in line with the Saudi Central Bank and regulatory authority requirements.
• Proficiency in English (written and spoken).
• Supervisory and administrative skills.
• Full knowledge of work-governing policies and procedures and their internal and external updates.
• Familiarity with the laws and legislative frameworks regulating the bank’s activities at the group level.
• Knowledge of the regulations and systems of the Saudi Central Bank.
• Knowledge of all banking operations, their legal and technical aspects, and associated risks.
• Full knowledge of the services and products offered by the bank.
• Proficiency in using computers and applicable systems.
• Ability to plan and organize.
• Decision-making ability.
• Analytical and problem-solving skills.
• Communication and interpersonal skills.
• Ability to motivate and work in a team spirit.
• Ability to work under pressure.