Customer Support Officer

Confidential Company

· Implementing the Consumer Protection Standards and Regulations and monitoring and reviewing them on an ongoing basis.

· Conduct Market Conduct Risk Assessment and implement appropriate risk mitigation measures.

· Implementing appropriate processes and procedures to resolve complaints received from its customers in a timely manner.

· Receiving complaints either directly or through branches.

· Recording all complaints irrespective of its nature in CRM.

· Resolving the customer complaints within the stipulated time as mentioned in “The Standards” of CBUAE. All aspects of the complaints so received, how it was resolved and time taken for resolution must be registered meticulously.

· Submitting monthly overdue complaints reports to the management. Recommending appropriate remedial measures for preventing the recurrence of similar complaints to the management.

· Submitting half yearly/annual review reports on the following to the Owner & General Manager.

a)Consumer Protection functions.

b)Unclaimed funds management.

c)Complaint management

· Handling all complaints fairly and promptly to redress well within the turnaround time as mentioned in “The Standards” of CBUAE.

· Conducting review of complaint data analysis on a monthly basis in adherence with the Consumer Protection Regulations.

· Designing and conducting appropriate training for all staff members on Consumer Protection functions.

· Reviewing the performance of each staff member with regards to Consumer Protection functions and taking corrective measures, if required.

· Reviewing consumer data management & protection function annually.

· Reviewing the adequacy of measures taken by the Exchange with regards to implementation of facilities for people of determination and vulnerable groups.

· Conduct monthly review of customer feedback.

· Submitting Periodic Market Conduct Inherent Risk and Culture Assessment Regulatory Reporting to CBUAE (Quarterly and Annual).

· Co-ordinating with the Internal/External Auditor for review of effectiveness of Consumer Protection Functions.