Central Processing Senior Specialist

About the role

The Central Processing Senior Specialist is responsible for managing the end‑to‑end lifecycle of taxpayer complaints and requests within ZATCA. Working with minimal supervision, the specialist ensures that tickets are processed efficiently, in line with policies, regulations and service level agreements.

Key responsibilities

• Oversee incoming CRM tickets from call centres, social media, branches and assign them to appropriate team members.
• Classify, sort and label complaints by type, urgency and complexity, and route them to the right stakeholders.
• Investigate complaints, validate information and engage taxpayers for clarifications.
• Process requests related to Murasalat, Maakoum, certifications, filing frequency, deduction methods and other tax‑related modifications.
• Monitor pending complaints, identify delays, and implement corrective actions.
• Escalate issues that could lead to adverse media or legal exposure to the Zakat and Tax Processing Manager.
• Analyse root causes, detect trends and produce improvement reports.
• Maintain and update the complaint management system and related databases.
• Record system incidents, recommend operational improvements and support internal departments.
• Collaborate with taxpayers to gather required data and develop FAQs, service charters and catalogues.

Required profile

• Senior‑level professional capable of operating independently.
• Strong understanding of tax regulations and compliance procedures.
• Excellent analytical skills to investigate and resolve complex complaints.
• Ability to communicate effectively with internal stakeholders and external taxpayers.

Required skills

• Proficiency with CRM systems.
• Database management and data‑entry expertise.
• Experience handling large volumes of service tickets.