Complaints Handler

Role Summary

We are looking for a detail-oriented Complaints Handler with strong investigative skills and the ability to perform Root Cause Analysis (RCA) on recurring issues. The role involves managing customer complaints end-to-end while also contributing to service improvements by identifying underlying causes, analysing patterns, and recommending corrective actions. Knowledge of CBUAE Consumer Protection Regulations (CPR) is essential, and experience in fintech, digital payments, or lending is an added advantage.

Responsibilities

• Manage and resolve customer complaints across email, chat, voice, and app channels.
• Acknowledge, log, categorize, investigate, and close complaints within agreed SLAs.
• Conduct thorough fact-finding by coordinating with Product, Tech, Operations, Risk, and Compliance teams.
• Draft clear, professional, and compliant responses tailored to each case.
• Provide timely updates to customers during investigation.
• Maintain professional, empathetic, and accurate communication throughout.
• Prepare final resolution letters that meet internal and regulatory standards.
• Analyse complaints to identify patterns, trends, or systemic issues.
• Document RCA findings and recommend corrective/preventive actions.
• Work closely with internal teams to validate findings and propose feasible solutions.
• Maintain an RCA tracker to monitor recurring issues and progress on fixes.
• Highlight process gaps proactively to reduce complaint volumes.
• Ensure all complaints adhere to CBUAE CPR timelines and service expectations.
• Maintain complete and accurate records for regulatory readiness.
• Support preparation of data for CBUAE Complaint Management System (CMS) submissions when required.
• Apply correct categorization, disposition, and documentation per regulatory guidance.
• Maintain accurate notes, evidence, and investigation trails in the CRM.
• Ensure cases are audit-ready, with clear justification for decisions made.
• Support monthly and quarterly reporting with summaries and RCA insights.
• Collaborate with internal teams to gather information and expedite resolutions.
• Escalate high-risk, sensitive, or complex cases to the Complaints Lead/Supervisor.
• Participate in post-incident reviews and feedback loops.

Requirements

• 1–3 years experience in complaints handling, dispute resolution, or customer operations in fintech, banking, payments, or lending.
• Understanding of CBUAE Consumer Protection Regulations (CPR) and complaint-handling expectations.
• Familiarity with lending or credit products (added advantage).
• Strong analytical skills with experience managing or contributing to RCA processes.
• Excellent written and verbal communication skills.
• Proficiency in CRM/ticketing tools (Freshdesk, Zendesk, Dynamics, Salesforce).