Job Description

Roles & Responsibilities

Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities.
Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines.
Ensure responses to complaints comply with internal policies and procedures.
Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence.
Coordinate with concerned departments to resolve issues and improve customer satisfaction.
Ensure proper closure of complaints and customer notification through the CX system.
Prepare periodic reports on complaints, trends, and key issues.
Participate in Business Continuity Plans and emergency response teams as required.

Good command of English.
Knowledge of internal and external policies and procedures and their updates.
Basic understanding of the banking market and its different sectors.
Proficiency in computer use and relevant systems.
Strong knowledge of the bank s products and services.
Professional appearance and good interpersonal skills.
Sound judgment, neutrality, and independent thinking.
Strong persuasion and interpersonal skills.
Planning and organizational abilities.
Ability to handle situations arising from conflicting internal information.
Excellent communication skills to build and maintain strong relationships with customers, bank departments, and regulatory/supervisory bodies.
Strong follow-up, coordination, and problem-solving skills.
Teamwork capability.
Ability to work under pressure.

Desired Candidate Profile

Customer Complains Officer Bank of Jordan