Complaints Analyst

Job Title: Complaints Analyst

Role Summary:
Seeking a detail-oriented Complaints Analyst to manage investigate and resolve customer complaints in line with UAE regulatory standards. The role focuses on ensuring fair customer outcomes timely resolution compliance and identifying root causes to improve processes.

Key Responsibilities:

• Handle end-to-end complaints via multiple channels (branch call centre digital email)
• Investigate cases across banking products and coordinate with internal teams
• Ensure timely resolution in line with regulatory requirements and manage escalations
• Perform root cause analysis and recommend corrective actions
• Prepare reports dashboards and regulator-ready responses
• Support audits inspections and compliance reviews

Requirements:

• Bachelors degree (relevant certifications are a plus)
• Minimum 1 year experience in Banking Fintech or Financial Services
• Knowledge of UAE regulations and complaints handling standards
• Strong analytical communication and problem-solving skills
• Proficiency in MS Office and CRM/complaints management systems
• Arabic speaker preferred