Customer Care Officer – Banking

About the role

The Trade Bank of Iraq’s Saudi Arabia Branch is looking for a professional, service‑oriented Customer Care Officer. You will be the primary point of contact for customers, handling enquiries, service requests and complaints across all approved channels while ensuring compliance with Saudi Central Bank (SAMA) regulations.

Key responsibilities

• Receive, handle and respond to customer enquiries and service requests via telephone, email and in‑person visits.
• Register all complaints in the complaints management system, issue reference numbers and acknowledgements in line with regulatory requirements.
• Investigate complaints by coordinating with Operations, Corporate Banking, Compliance and IT, and ensure resolution within SAMA‑mandated timeframes.
• Communicate outcomes to customers clearly and confirm their satisfaction.
• Escalate complex, sensitive or high‑risk cases to the line manager and Compliance function.
• Maintain accurate complaint files, call logs and case records according to record‑retention policies.
• Prepare periodic complaint statistics and reports for management and regulatory submission.
• Analyse recurring complaints, identify root causes and recommend process or product improvements.

Required profile

• Excellent communication and interpersonal skills.
• Patience and professionalism when dealing with difficult situations.
• Strong attention to detail.
• Ability to work effectively in a fast‑paced, highly regulated banking environment.

Required skills